1st Line IT Engineer

Our client, a leading organisation delivering business-critical technology and connectivity services, is hiring a 1st Line IT Engineer to support a key customer from their Salisbury office.

This is a hands-on support role combining technical troubleshooting, service desk ownership and customer service. You’ll help ensure users receive a responsive, reliable service across macOS, Google Workspace, identity management and wider IT infrastructure.

You’ll also take a lead within the on-site support function, helping maintain service standards, manage escalations and build strong relationships with key stakeholders.

What you’ll do

• Provide 1st line technical support across email and telephone channels, working within agreed SLAs.
• Log, manage and progress incidents and service requests through the ITSM platform.
• Troubleshoot issues across macOS, Google Workspace, identity management and end-user IT services.
• Manage support queues, prioritising incidents and keeping users informed throughout resolution.
• Escalate complex technical issues to the appropriate internal teams, suppliers and third parties.
• Monitor device compliance through MDM platforms and coordinate appropriate remediation.
• Identify recurring issues and contribute to root cause analysis and incident reporting.
• Build strong relationships with customer stakeholders, maintaining a high standard of service.
• Support and lead members of the on-site team, including 1:1s, probation reviews and development conversations.
• Contribute to service reviews using KPI and SLA performance data.
• Support continuous improvement projects across the service desk and ITSM environment.

You’ll work closely with service management, technical teams, suppliers and customer stakeholders to ensure issues are resolved effectively and the customer receives a consistently high-quality service.

• At least 2 years’ IT support experience, either in-house or within an MSP.
• Strong technical knowledge of macOS.
• Advanced experience supporting Google Workspace.
• Good knowledge of Okta or another identity management platform.
• Previous experience leading or supporting the management of a technical team.
• Understanding of core IT infrastructure principles.
• Experience working within customer-facing service or relationship management environments.
• Strong troubleshooting and problem-solving capabilities.
• Excellent written and verbal communication skills.
• A highly organised and methodical approach, with strong attention to detail.

Desirable: macOS/Jamf certification and/or Okta certification.

The ideal candidate will be calm under pressure, proactive and customer-focused, with the confidence to take ownership of problems and make decisions. You’ll enjoy working in a hands-on environment where service quality and customer experience are key.

Why join?

• Employee share plan and company bonus scheme.
• 25 days’ annual leave, increasing with length of service, plus bank holidays.
• Private healthcare, life assurance and income protection.
• Company pension scheme.
• Mental health and wellbeing support.
• Cycle-to-work scheme and discounted gym membership.
• Travel loan and financial wellbeing support.
• Opportunity to take ownership within a high-profile customer environment.

Our client is committed to creating an inclusive workplace and providing equal opportunities to applicants regardless of gender, age, disability, religion or belief, sexual orientation, marital status or race.