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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Line IT Support Engineer - **Company:** Cascade Ltd - **Location:** Norwich, UK - **Salary:** £27,040.0 - **Contract:** Permanent contract - **Skills:** Business Software, Cyber Security, Computer Networks, Desktop Computing, Issue Tracking Systems, Network Connections, Wi-Fi Technology, Data Logging, Google Cloud, Tablet Computers, Laptops, Gsuite, User Administration, User Accounts - **Published:** July 5, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=e222228408cb5ce9 ## About the Role * Excellent customer service skills patient, approachable, and able to communicate clearly with non-technical colleagues. * Strong organisational skills with the ability to prioritise a varied workload. * Some experience in an IT support/helpdesk role, OR a strong demonstrable interest in IT (supported by certifications, personal projects, or relevant study). * A genuine passion for technology and a willingness to learn and develop. * A valid Driver's Licence (required for travel between our Hull homes and schools). * An understanding of confidentiality and data protection principles. Desirable * Experience working within health, social care, education, or another regulated environment. * Familiarity with care management software or electronic care planning systems. * Exposure to the Google Workspace Admin console (Google Cloud Identity). * Basic understanding of networking concepts (Wi-Fi, basic troubleshooting). * Relevant certifications (e.g., CompTIA A+, Google Workspace Administrator, or awareness of ITIL principles). Safeguarding and Compliance Cascade is committed to safeguarding the vulnerable people and children we support. This role is subject to an enhanced DBS check. The successful candidate will handle sensitive personal data and must strictly adhere to UK GDPR and Cascade's information governance policies. ## Description Cascade is seeking a First Line IT Support Engineer to act as the first point of contact for all IT support across the organisation. This hands-on role is ideal for someone early in their IT career who is open-minded, able to think on their feet, and keen to improve existing processes. Because we operate in the care and education sectors, your work will directly enable frontline staff to deliver safe, high-quality care. We are looking for a problem-solver who can resolve day-to-day technical issues quickly, patiently, and with a friendly manner., * Triage & Support: Act as the first point of contact for IT issues (phone, email, ticketing system), logging and triaging requests, and escalating to 2nd/3rd line support when necessary. * Device Management: Order, set up, configure, and deploy end-user hardware including laptops, desktops, mobiles, tablets, and printers. * User Administration: Manage user accounts for new starters, leavers, and role changes across Google Workspace and core line-of-business applications (including password resets and access requests). * Technical Troubleshooting: Provide first-line support for hardware, software, Wi-Fi/network connectivity, and Google Workspace (Gmail, Drive, Docs, etc.). * Asset & Documentation: Maintain accurate IT asset records/inventories and contribute to internal knowledge-base documentation. * User Care: Support staff with varying levels of technical confidence, explaining solutions clearly and without jargon. * Compliance: Adhere strictly to data protection, confidentiality, and information security policies, recognising the sensitive nature of data in a care setting. ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Psychological Safety in Software Engineering - Jenny-Margrethe Vej & Alexandra Hou Aldershaab](https://www.wearedevelopers.com/videos/2142-psychological-safety-in-software-engineering-jenny-margrethe-vej-alexandra-hou-aldershaab) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) ## Related Articles - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [Fullstack Developer Salary UK](https://www.wearedevelopers.com/magazine/251-fullstack-developer-salary-uk) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)