IT Support Engineer - 1st Line

You’ll be one of the first points of contact when our clients need IT help, supporting them remotely, by phone and email, and occasionally at their premises.

This is primarily a 1st-line support role, but it isn’t simply about logging tickets and passing them on. We’re looking for someone who enjoys investigating problems, takes ownership and is keen to develop their technical skills.

You’ll work with a varied range of technologies, including Microsoft 365, Windows 11, PCs and laptops, networking, cloud services and endpoint management.

What You’ll Be Doing

Your day-to-day responsibilities will include:

• Providing friendly and professional 1st-line IT support to business clients.
• Troubleshooting Windows PCs, laptops, software and hardware.
• Supporting Microsoft 365, including Outlook, Teams and OneDrive.
• Assisting with Microsoft 365 user accounts, licences, permissions and MFA.
• Setting up new users, computers and other equipment.
• Troubleshooting printers, monitors, docks and peripherals.
• Diagnosing Wi-Fi, network, VPN and internet connectivity issues.
• Carrying out routine Microsoft 365 administration.
• Responding to alerts from our remote monitoring systems.
• Installing software, updates and patches.
• Supporting new starters and leaver processes.
• Maintaining accurate tickets, client records and technical documentation.
• Visiting client sites when hands-on support is required.
• Working alongside more experienced engineers to resolve complex technical issues.

We’re looking for someone with good general IT knowledge, a logical approach to troubleshooting and, most importantly, the right attitude towards clients and problem solving.

You should have:

• Good practical knowledge of Windows 11.
• Familiarity with Microsoft 365 applications.
• Good general PC and laptop hardware knowledge.
• A basic understanding of networking, including TCP/IP, DNS, DHCP and Wi-Fi.
• Good troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• A professional and helpful approach to customer service.
• Good organisation and attention to detail.
• The ability to take ownership of a problem and see it through.
• A willingness to learn and develop your technical skills.
• A full UK driving licence.

Previous experience in an IT support, service desk, helpdesk or Managed Service Provider (MSP) environment would be advantageous, but we’re also interested in candidates who can demonstrate strong technical aptitude and a genuine interest in IT.

Even Better If You Know…

Experience or exposure to any of the following would be an advantage:

• Microsoft 365 administration
• Exchange Online
• Microsoft Entra ID
• Microsoft Intune
• Active Directory
• SharePoint
• Microsoft Defender
• Windows Autopilot
• RMM or IT ticketing systems
• Business networking and firewalls
• Backup and recovery
• PowerShell

We don’t expect you to be an expert in all of these.

Part of the opportunity is developing your knowledge as you gain experience.

The Person We’re Looking For

Technical ability matters, but so does how you approach the job.

You’ll fit in well if you are:

• Approachable and enjoy helping people.
• Curious and want to understand why something isn’t working.
• Logical and methodical when troubleshooting.
• Accountable and take ownership rather than simply passing problems on.
• A good communicator who can explain technical issues in plain English.
• Organised and keep good records of your work.
• Security-conscious when working with client systems and information.
• Keen to learn and develop beyond 1st-line support.
• A team player who is comfortable asking for help when needed., * GCSE or equivalent (preferred), * Technical support: 1 year (preferred)
• Customer service: 1 year (preferred)