First Line Support

About the Role

We’re looking for proactive and customer-focused Technical Support Engineers to join our growing support team.

This role would suit someone with experience in 1st Line or 2nd Line support, who enjoys problem-solving, delivering great service, and working with a variety of technologies.

You’ll be the go-to person for diagnosing and resolving technical issues — keeping systems running smoothly and ensuring customers get the best possible experience.

Key Responsibilities

• Provide 1st and/or 2nd line support to internal users or external clients (via phone, email, or ticketing system).
• Diagnose, troubleshoot, and resolve hardware, software, and network issues.
• Escalate complex incidents to 3rd Line or specialist teams when required.
• Maintain accurate records of all support requests and solutions.
• Assist with system setups, updates, and configurations.
• Work collaboratively with other teams to improve system reliability and user satisfaction.

About You

• You’re a problem-solver with strong communication skills and a genuine interest in technology.
• You enjoy helping others, take ownership of your work, and thrive in a fast-paced environment.

Essential Skills & Experience:

• Experience in a 1st Line or 2nd Line Technical Support role.
• Strong understanding of Windows OS / Microsoft 365 / Active Directory.
• Knowledge of network fundamentals (DNS, DHCP, TCP/IP, VPNs).
• Experience using ticketing systems and remote support tools.
• Excellent customer service and communication skills.

Desirable:

• ITIL awareness or certification.
• Experience supporting macOS, mobile devices, or cloud environments (Azure / AWS).
• Relevant IT certifications (CompTIA, Microsoft, etc.).