1st Line Support Engineer

• Be the First Point of Contact: Act as the friendly, professional voice of our IT support team, communicating effectively with clients via phone, email, and chat.
• Log & Analyse: Listen to client issues, ask smart questions to diagnose the root cause, and log all information accurately in our incident tracking system.
• Provide 1st Line Resolution: Troubleshoot and resolve a high percentage of technical issues at the first point of contact (e.g., password resets, software queries, basic connectivity).
• Escalate Effectively: Analyse and triage issues you can’t solve, documenting your findings clearly before escalating them to the 2nd and 3rd line support teams.
• Assist Senior Teams: Support senior engineers with the configuration, maintenance, and optimisation of client IT systems and infrastructure-this is a key part of your training!
• Document Everything: Document solutions and procedures clearly in our knowledge base to help your teammates and facilitate future support efforts.
• Maintain Records: Conduct accurate data entry tasks related to incident tracking, system updates, and client records.
• Identify Opportunities: Collaborate with your team to identify recurring issues. Support our account managers by identifying potential client needs or opportunities for new services during your support interactions.

Are you a self-motivated individual with a passion for technology, looking for the perfect entry point into an IT career? This is it.

We are seeking a 1st Line IT Support Engineer to be the first point of contact for our clients. You don’t need to be an expert right now-we’re looking for potential. You must have a basic understanding of IT and a customer-first attitude.

In return, we will provide a comprehensive training program designed to build your skills from the ground up, as well as a fully-funded pathway to achieving Microsoft Qualifications and progressing through 2nd and 3rd line support roles., * Highly Self-Motivated: You are a self-starter, driven to learn, and take ownership of your work.

• A Passion for IT: You have a genuine interest in technology and a foundational, basic understanding of IT concepts (e.g., Windows, Microsoft 365, basic networking).
• An Amazing Communicator: You have excellent written and verbal communication skills. Fantastic phone etiquette and a professional, patient manner are essential.
• A Natural Problem-Solver: You have strong analysis skills and enjoy figuring out the “why” behind a problem.
• Detail-Oriented: You are organised and understand the importance of accurate data entry and clear documentation.
• A Team Player: You are happy to collaborate with teammates, support senior staff, and contribute to a positive team environment.
• Based in the Surrey Region: You must currently live in or within a reasonable commutable distance of the Surrey region to support our local client base.
• Full UK Driving Licensing and Personal Vehicle: We require all staff to hold a full license and have access to a personal vehicle daily. We cover all expenses from the moment you leave your home, but client site visits will be required and not accessible via public transport.

• A competitive starting salary.
• A comprehensive training and development plan from day one.
• A fully-funded pathway to industry-standard Microsoft Qualifications
• A clear and achievable career progression path into 2nd Line, 3rd Line, and specialist roles.
• Exposure to a wide range of modern technologies and exciting, fast-paced clients.
• A flexible hybrid working model, including a supportive virtual office environment for your work-from-home days.
• A supportive, friendly, and collaborative team culture.
• Bi-annual staff social events to relax and connect with the team.
• Mileage covered from site visits as well as food.

Job Types: Full-time, Permanent

Pay: From £27,500.00 per year

The IT Admin Solutions Limited is a dynamic and growing IT Managed Service Provider. We deliver top-tier IT support and strategy to a diverse range of clients. Our success is built on a proactive, friendly, and expert team. We believe in investing in our people, which is why we offer a clear path for career progression.