1st Line Support Engineer

1st Line Support Engineer

North East Scotland area – Hybrid (1 day onsite, 4 days remote)

Up to £28,000 DOE

We are seeking a 1st Line Support Engineer with experience in IT service desk environments to provide professional, customer-focused support. This role involves resolving technical issues, managing tickets, and ensuring high-quality IT services are delivered in line with SLAs.

• Act as the first point of contact for IT incidents, requests, and problems.
• Provide first-line support across hardware, software, applications, and networks.
• Monitor, track, and escalate tickets when required.
• Liaise with third-party suppliers where necessary.
• Maintain accurate service desk records and ensure customer expectations are managed.
• Support service improvements through proactive problem management.

• 1–2 years’ IT support/service desk experience (MSP background desirable).
• Knowledge of ITIL practices.
• Microsoft Windows Server (2016–2022).
• Microsoft 365 (Email, SharePoint, OneDrive, Teams).
• Active Directory management.
• Windows 10/11 & Apple OS support.
• Microsoft Office Suite.
• Backup technologies (e.g. Datto, Acronis).
• Desktop, laptop, and thin client support.

Desirable: Cisco/Apple/Microsoft certifications, Linux support, server infrastructure knowledge.

• Motivated, proactive, and detail-oriented.
• Strong communication and customer service skills.
• Ability to work under pressure and adapt to changing priorities.
• Professional telephone manner.

• 7.5-hour shifts (between 8am–6pm).
• 20 days holiday bank holidays (extra day off on your birthday after probation).
• Vitality at Work rewards, Cycle to Work scheme, gym membership, and company-wide events.
• Fully funded exams for role-relevant certifications.