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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Line Support Engineer - **Company:** 1 Hr Ago By Lima Networks Ltd - **Location:** Salford, UK (Remote available) - **Salary:** £28,000.0 - £30,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Antivirus Softwares, Issue Tracking Systems, Microsoft Office, Networking Basics, Data Logging, Microsoft InTune - **Published:** September 10, 2026 - **Apply:** https://www.reed.co.uk/jobs/1st-line-support-engineer/57332767 ## About the Role To be successful, you should have skills and knowledge of these technologies: * Active Directory * Office 365 Administration * Microsoft Intune * Microsoft Teams * Group Policy * Basic Network and Hardware issue diagnostics * Anti-Virus and other end-user security systems * Basic Service Desk procedures, such as New Starter Processes It would be even better if you had experience working with the ITIL framework or knowledge of its principles., * Active Directory (Line) * Communication Skills (Key) * Customer Service * Help Desk Roles * Microsoft Office (Entry) * Microsoft Windows OS (Win) * Networking Skills (Wan) * Problem Solving (Process) * Technical Support (IT) * User Experience & Management ## Description Following a promotion, we are recruiting for a proactive and customer focused 1st Line Support Engineer to join our Service Desk team supporting the delivery of our On Demand Service Desk offering. This innovative service is designed to provide comprehensive IT support, combining reactive incident resolution with proactive change management. You'll play a key role in enhancing the end-user experience by supporting employees' onboarding, managing Microsoft 365 environments, and working in partnership with our customers' internal IT teams. This hybrid role follows a 07:00 - 19:00 shift pattern, with on-site days at our Salford Quays office from Monday to Wednesday and the flexibility of working from home on Thursdays and Fridays. Day to day responsibilities: * Respond to first-line support queries via telephone and the Service Desk ticketing system, ensuring prompt and effective issue resolution. * Diagnose, troubleshoot, and resolve end-user issues in accordance with agreed Service Level Agreements (SLAs). * Assist with hardware deployments, including desktops and laptops, ensuring smooth rollout and configuration. * Onboard new customer assets into the On Demand Service Desk, maintaining accurate records and system updates. * Coordinate with suppliers and third parties for hardware replacements and customer application escalations, ensuring timely resolutions. * Maintain comprehensive and real-time documentation for all service tickets, from initial logging to closure, to uphold service transparency and efficiency. * Escalate critical issues to the Service Desk Coordinator and Team Lead, ensuring proactive communication and resolution. * Deliver exceptional customer service, fostering positive client relationships and ensuring high satisfaction levels. ## Related Videos - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [Crypto-secure Data Management with In-Database Blockchain](https://www.wearedevelopers.com/videos/632-crypto-secure-data-management-with-in-database-blockchain) - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [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) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Software Engineer Salary London](https://www.wearedevelopers.com/magazine/252-software-engineer-salary-london) - [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) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Software Engineer Salary in The UK](https://www.wearedevelopers.com/magazine/231-software-engineer-salary-in-the-uk)