1st Line Support

VIQU have partnered with a Midlands-based not-for-profit organisation who are looking for an experienced 1st Line Support Engineer to join their busy IT team.

This role will focus on supporting end users across a Microsoft environment, handling a high volume of support tickets, and assisting with user onboarding, device setup, and day-to-day IT issues.

Responsibilities

• Provide 1st line support for hardware, software, access, and device-related issues.
• Manage and resolve support tickets while maintaining clear documentation.
• Support Microsoft 365 applications including Outlook, Teams and OneDrive.
• Set up and troubleshoot laptops, desktops and other user devices.
• Assist with onboarding and offboarding users, including account and access management.
• Support users and devices via Entra ID (Azure AD) and Intune.
• Escalate more complex issues where required.
• Deliver excellent customer service to a non-technical user base.

• Previous experience in a 1st Line Support, Service Desk or IT Support role.
• Experience supporting Microsoft 365, Windows, laptops and end-user devices.
• Exposure to Intune and Entra ID (Azure AD).
• Experience using ticketing or ITSM systems.
• Strong organisational and documentation skills.
• Ability to manage a busy workload and prioritise effectively.
• Friendly, patient and customer-focused approach.