1st Line Support Engineer

The 1st Line Support Engineer is responsible for providing first-level technical support to end-users, diagnosing and resolving IT issues, and escalating more complex problems to 2nd or 3rd line support. This role serves as the first point of contact for users experiencing technical difficulties and requires strong communication, troubleshooting, and customer service skills., * Act as the first point of contact for all IT support queries via phone, email, or ticketing system.

• Troubleshoot and resolve issues related to desktops, laptops, servers, networks, and business applications.
• Troubleshoot hardware and software issues in a timely and professional manner.
• Create and maintain accurate documentation of user issues and resolutions.
• Assist with user account administration (password resets, account lockouts, etc.).
• Escalate unresolved issues to the appropriate 2nd or 3rd line teams.
• Monitor and manage tickets in the IT helpdesk system to ensure timely resolution.
• Follow ITIL-based procedures for incident and request handling.
• Maintain a high level of customer service and user satisfaction.

• Proven experience in a similar IT support or helpdesk role.
• Good understanding of Windows OS, Microsoft Office, and basic networking principles.
• Familiarity with Active Directory, Office 365, and ticketing handling systems.
• Excellent communication and interpersonal skills.
• Ability to work independently and under pressure.
• Desire to learn, and grow technical skillset
• Strong problem-solving skills and attention to detail.
• IT certifications (e.g., CompTIA A+, ITIL Foundation) are desirable but not essential.

Pulled from the full job description

• Life insurance
• Free parking
• Company pension
• Health & wellbeing programme
• On-site parking