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# 1st/2nd Line Support Engineer

- **Company:** Lucid Support Services Ltd
- **Location:** London, UK
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Android Software Development, Apple IOS, Apple Mac Systems, Desktop Computing, Issue Tracking Systems, Information Technology Operations, Networking Basics, Wi-Fi Technology, Laptops, Gsuite
- **Published:** October 13, 2026
- **Apply:** https://www.careerboard.com/gb/en/find-jobs-in-United-Kingdom/-17B8B1C8D7A445B488/

## About the Role

* Previous 1st/2nd line IT support experience.
 * Strong troubleshooting and customer service skills.
 * Experience with Windows, macOS, Active Directory and Google Workspace.
 * Good understanding of hardware and basic networking.
 * Experience working with ticketing/ITSM systems.
 * Excellent communication skills with the ability to explain technical issues clearly.
 * Comfortable working in a fast-paced retail or multi-site environment.

## Description

We are looking for a customer-focused IT Support Engineer to join the IT team, supporting users across 60 sites, warehouses and HQ.

You will be responsible for providing day-to-day 1st/2nd line IT support, resolving hardware, software and user access issues, while escalating more complex infrastructure problems to the wider IT Operations team., * Provide 1st/2nd line remote and occasional onsite IT support.

 * Troubleshoot Windows, macOS, Android and iOS devices.
 * Support laptops, desktops, printers, POS/till systems and scanners.
 * Manage users through Active Directory and Google Workspace, including account creation, password resets and permissions.
 * Perform basic network troubleshooting, including connectivity, Wi-Fi, IP and physical patching issues.
 * Log, manage and prioritise incidents through an ITSM/ticketing system.
 * Support new starter onboarding, leavers and hardware deployments.
 * Escalate complex issues to senior IT teams where required.
 * Maintain simple user guides and IT documentation.