1st Line IT Support Engineer

1st Line IT Support Engineer

Salary: 26,000 - 31,000

Location: Farnham (Hybrid - 4 days onsite)

Schedule: Mon-Fri, 8:00-16:30 or 9:00-17:30 (1-hour break)

On-Call: 1 in 3 Saturdays

We're looking for a friendly, proactive, and technically skilled 1st Line IT Support Engineer to be the go to person for everyday IT issues across our organisation. This is a customer facing role where your ability to troubleshoot, communicate clearly, and resolve problems efficiently will directly impact user satisfaction and operational success.

Key responsibilities:

• Be the first point of contact for IT queries via phone, email, and HALO ITSM
• Log, categorise, and prioritise incidents and service requests
• Resolve first-line issues including:
• Password resets and account lockouts (Active Directory, Microsoft 365)
• Outlook/email access, shared mailbox setup
• Printer/scanner connectivity
• Basic troubleshooting of Teams, SharePoint, and Windows
• Provide "how-to" support for Office 365 apps
• Escalate complex issues to second-line support with clear documentation
• Keep users informed throughout the ticket lifecycle
• Monitor ticket queues to meet SLA targets
• Support onboarding/offboarding and maintain IT documentation

Required Skills

• Experience in IT support or service desk roles
• Familiarity with HALO ITSM or similar ticketing systems
• Strong knowledge of Microsoft 365 and Windows 10/11
• Excellent communication and customer service skills
• Problem-solving mindset and attention to detail
• Willingness to pursue ITIL Foundation or equivalent
• Experience with Active Directory, Teams telephony, and SharePoint Online
• Understanding of IT asset management and user lifecycle processes
• A friendly, approachable attitude

ECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: (url removed) In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - (url removed)/work/flexible-application-process