1st Line Support Engineer - £25-£27k

The1st line Support role sits within a professional services environment, providing first-line support for internal and external users of bespoke systems and client-facing portals. Success is measured by resolving issues within SLA targets, maintaining strong customer satisfaction, and increasing first contact resolution. The role also supports continuous improvement by identifying recurring issues and contributing to knowledge base updates and service enhancements.

The role requires understanding how to log, track, and escalate incidents using ITSM tools such as Freshservice, alongside a structured and methodical approach to troubleshooting. Analysts manage user accounts and access permissions, support basic IT setup (devices, peripherals, connectivity), and ensure high standards of data quality across systems. They must also understand when escalation is required and how system issues impact wider professional services operations.

Work involves supporting users through clear, professional communication, resolving basic technical issues, and prioritising a high volume of requests effectively. Analysts also support onboarding and access requests, contribute to identifying trends in recurring issues, and assist with user acceptance testing where required. Flexibility and responsiveness are key to maintaining service continuity.

The role requires confidence with Microsoft 365 (Outlook, Word, Excel) and Windows operating systems, with experience in ITSM tools and modern web browsers being beneficial.

Behaviourally, the role requires a calm, customer-focused approach, taking ownership of issues through to resolution. Strong collaboration is expected across teams, alongside reliability, accuracy, and accountability. Analysts should be adaptable, organised, and comfortable working in a structured but fast-paced environment.

• Clear and professional communication with users and stakeholders
• Accurate logging, updating, and management of ITSM tickets
• Basic troubleshooting of hardware, software, and connectivity issues
• User account setup, access management, and data accuracy checks
• Ability to prioritise and manage multiple requests in a high-volume environment
• Identification of recurring issues and support for trend analysis
• Support for user onboarding and access requests
• Collaboration with technical teams and participation in UAT activities
• Use of Microsoft 365 (Outlook, Word, Excel)
• Confidence using Windows operating systems
• Familiarity with ITSM tools (e.g. Freshservice) and web browsers (desirable)