1st Line IT Support Engineer

• We will have you act as the first point of contact for IT support queries.
• We will expect you to log, manage, and update support tickets through our ticketing system.
• You will troubleshoot issues relating to desktops, laptops, Microsoft 365, printers, networking, and user accounts.
• You will provide regular updates to customers regarding ticket progress.
• You will escalate more complex technical issues when required.
• You will work closely with colleagues to maintain service levels and response times.
• You will assist in maintaining internal technical documentation.
• You will identify recurring technical issues and highlight potential improvements.
• You will manage and prioritise your workload effectively while delivering a high level of customer service.
• You will support customers via phone, email, and ticketing systems.

Technologies:

• Active Directory
• Hardware
• Support
• macOS
• Microsoft 365
• Mobile
• SharePoint
• Windows
• Office 365, We are recruiting on behalf of a growing IT services provider for a friendly and motivated 1st Line Support Engineer to join our support team in Edinburgh. This is a permanent, full-time, office-based role working Monday to Friday, offering ongoing training and development, exposure to a broad range of technologies and client environments across the UK, and career progression opportunities. We offer a supportive and collaborative working environment along with a competitive benefits package that includes a company pension, company events, free on-site parking, and sick pay.

• We require a minimum of 2 years experience in an IT support or service desk environment.
• We require a minimum of 2 years customer service experience.
• We are looking for strong customer service and communication skills.
• We need a professional and confident telephone manner.
• We value good troubleshooting and analytical skills.
• We need strong organisational and time management abilities.
• You must be able to manage multiple support requests simultaneously.
• We are looking for a positive, team-oriented approach.
• You should be willing to learn and develop new technical skills.
• Experience supporting Windows 10/11, Microsoft 365, Active Directory or Entra ID, SharePoint, VoIP systems, mobile device setup and support, basic networking, macOS, printers, and desktop hardware is expected.
• Exposure to server, virtualisation, or infrastructure technologies would be beneficial.
• You must be able to commute to Edinburgh or relocate before starting.
• A full UK driving licence is essential.