> Markdown version of [/jobs/ext/3320710-1st-line-support-engineer](https://www.wearedevelopers.com/jobs/ext/3320710-1st-line-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st Line Support Engineer - **Company:** The IT Admin Solutions - **Location:** Watford, UK (Remote available) - **Salary:** £27,500.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Issue Tracking Systems, Networking Basics, Information Technology - **Published:** September 23, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=1e8ff98025bc5e08 ## About the Role 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. ## Description * 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. 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