> Markdown version of [/jobs/ext/4699487-first-line-support-analyst](https://www.wearedevelopers.com/jobs/ext/4699487-first-line-support-analyst). 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).

---

# First Line Support Analyst

- **Company:** MCS Group
- **Location:** Newry, United Kingdom
- **Salary:** £25,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Desktop Computing, Microsoft Software, Windows Servers, Microsoft SharePoint, Software Engineering, Information Technology, Network Server
- **Published:** November 13, 2026
- **Apply:** https://www.nijobfinder.co.uk/job/2058613/first-line-support-analyst/

## About the Role

We're looking for someone with a genuine passion for IT, strong communication skills and a willingness to learn., * A genuine interest in IT and technology, with a desire to develop a career in technical support.

 * Good understanding of computers, Windows operating systems and Microsoft applications.
 * Strong communication and customer service skills.
 * A proactive attitude, good problem-solving ability and willingness to take initiative.
 * Ability to work effectively within a small team and manage multiple support requests., * IT-related qualification, degree or relevant placement experience.
 * Previous experience in a helpdesk, IT support or customer-facing role.
 * Basic knowledge of Microsoft 365, SharePoint, networking or Windows Server.
 * Experience troubleshooting hardware or software issues.

## Description

As a First Line IT Support Engineer, you'll be the first point of contact for customers requiring technical assistance. You'll handle incoming support queries, troubleshoot basic IT issues and work closely with senior engineers to ensure customers receive an excellent service., * Act as the first point of contact for incoming IT support calls and queries.

 * Log, manage and update support tickets, ensuring issues are accurately recorded.
 * Troubleshoot basic hardware, software and user access issues.
 * Support users with Microsoft 365, SharePoint and password resets.
 * Escalate more complex technical issues to senior engineers when required.
 * Assist with the setup, configuration and maintenance of IT equipment.
 * Shadow experienced engineers to develop knowledge across networking, servers and IT infrastructure.
 * Deliver excellent customer service and build positive relationships with clients.