IT 1st Line Engineer

We are looking for an IT 1st Line Engineer to deliver excellent service and value to the business, acting as the first point of contact for IT support. You will handle day-to-day technical issues, log and manage tickets, and ensure a high standard of customer service across the organisation.

This role is primarily office-based, with occasional travel required to work with third parties where necessary.

Why join us?

You’ll be joining a well-established and growing business with a fast-paced, supportive environment where customer outcomes and doing the right thing matter. We invest in our people and offer clear opportunities to develop and progress.

Key responsibilities

• Provide 1st line support for Windows-based technologies and end-user IT services
• Respond to IT queries via telephone and email in a professional and timely manner
• Log, track and manage incidents and service requests through to resolution
• Take ownership of user issues, providing regular updates and clear communication
• Escalate more complex technical issues to the appropriate IT team members
• Maintain accurate records of hardware and software faults
• Support users with IT equipment and provide guidance or basic training where needed
• Assist with IT projects as directed by senior members of the IT team
• Coordinate with external support providers when issues cannot be resolved in-house, As part of a regulated business, all employees are expected to act with integrity, comply with company policies and procedures, and be accountable for their own actions.

Benefits (subject to policy/eligibility):

• Free on-site parking
• Free access to on-site gym
• Subsidised staff canteen
• Company events and wellbeing initiatives
• Monthly lottery scheme (jackpot referenced in other adverts)
• Paid overtime (where applicable)
• Workplace pension contributions
• Training and internal progression opportunities.

The hours are Monday - Friday including a weekend rota (1 in 4).

• Excellent communication skills, both over the phone and face-to-face
• Strong customer service focus with a proactive approach to problem solving
• Ability to prioritise workload and work effectively under pressure
• Well organised with good attention to detail
• Able to build positive working relationships with colleagues and stakeholders
• Willingness to follow company procedures and processes

Technical skills & experience (desirable)

• Previous 1st line / helpdesk support experience
• Good knowledge of Microsoft Windows desktop operating systems
• Experience troubleshooting Microsoft Office (Word, Excel, PowerPoint)
• Basic understanding of PC hardware setup and configuration
• Relevant Microsoft certification (beneficial but not essential), Appropriate industry qualifications are desirable but not essential., School/College IT qualification only Home user / hobbyist Apprenticeship 1-2 years commercial IT support 3+ years commercial IT support

Experience:

• IT support: 1 year (required)

Job Types: Full-time, Permanent

Pay: From £24,937.00 per year

Application question(s):

• Which of the following have you supported? (Select all that apply) - (if this one is possible please on indeed)

Windows 10/11 Microsoft 365 Exchange Online Teams Active Directory Printers Mobile Devices None of the above

• Which best describes your experience?