First line IT support engineer

As a first line IT support engineer, you ll play a vital role in supporting our staff across the UK, acting as the first point of contact for all IT-related queries and incidents. You ll deliver outstanding customer service while resolving issues across a wide range of technologies including Microsoft 365, Windows, macOS, Active Directory, Azure, mobile device platforms, and video conferencing tools.

You ll manage, triage and escalate service tickets, assist with onboarding and offboarding staff, provide remote and in-person support, and maintain up-to-date documentation and asset records. You’ll also have the opportunity to support our key events, liaise with third-party suppliers, and contribute to improving our internal IT processes.

This is a hands-on and varied role ideal for someone early in their IT career who thrives in a dynamic environment and is looking to build both their technical and customer service experience., You ll have demonstrable IT knowledge, with the ability to resolve incidents efficiently while providing high-quality user support. You ll have a working knowledge of supporting Microsoft 365 applications, Windows and Mac operating systems, Active Directory, and remote support tools.

Your excellent communication and interpersonal skills will help you explain technical concepts to non-technical users and deliver clear, professional written communication in tickets, guides, and user documentation. You ll be organised and proactive, with a logical approach to troubleshooting and a commitment to continuous improvement.

You ll also be comfortable working both independently and as part of a team, with a willingness to travel to other offices or events occasionally and to adapt to changing priorities.

If you re looking to shape how IT services support our charity s vital work, we d love to hear from you.