1st Line Support Engineer

This is the first point of contact for managed services clients. You will log, triage, and resolve everyday support requests across a mixed estate of Apple and Windows devices, keep clients updated, and escalate more complex issues to our 2nd and 3rd line engineers. It is a great role for someone early in their IT career who wants hands on exposure to enterprise tooling across multiple client environments. Key Responsibilities

• Act as first point of contact for client requests via phone, email, and ticketing system

• Log, categorise, and prioritise tickets accurately, keeping clients updated and managing SLAs

• Resolve common 1st line issues across macOS and Windows, including password resets, account lockouts, printer and peripheral issues, and basic application troubleshooting

• Carry out basic Microsoft 365 administration such as account setup, licence assignment, mailbox and distribution list changes

• Prepare and configure new devices and assist with enrolment tasks

• Escalate complex issues to 2nd and 3rd line with clear, well documented handovers

• Maintain accurate asset records and contribute to knowledge base articles What We Are Looking For

• Some experience in an IT support, service desk, or helpdesk role, or a genuine enthusiasm to build a career in IT support

• Working familiarity with macOS and/or Windows 10/11

• Basic understanding of Microsoft 365 from a user or support perspective

• Clear communicator with a strong customer service focus

• Well organised, reliable, and keen to learn

• 5 GCSEs at grades 9 to 4 (A* to C), or equivalent, including Maths and English. Candidates without formal qualifications but with relevant industry experience and certifications will also be considered