1st line support engineer

1st line support engineer

Location: St Ives, Cambridgeshire

Permanent role 

Standard office hours  

A close-knit, growing IT support team looking for someone with at least one year of hands-on experience providing technical support to businesses. If you’re someone who enjoys solving problems, learning new technologies, and making a real difference to users’ day-to-day IT experience, we’d love to hear from you.

This is an ideal role for someone who wants to develop their skills in a varied, client-focused environment. You’ll be supporting a range of small and medium-sized businesses within about 25 miles of St Ives – so expect plenty of variety. We value clear, friendly communication, and a willingness to adapt – because no two clients or days are ever quite the same.

The role's main responsibilities:-

• Providing technical support via telephone and use of remote control software, with occasional site visits
• Investigating hardware, software and malware issues
• Maintaining accurate documentation
• Create and follow standard operating processes (SOPs)
• Monitoring progress of tickets
• Installing and configuring hardware and software
• Providing support for Microsoft 365 including SharePoint, and managing users and email accounts
• Management of email services on mobile devices and tablets
• Liaising with customers via email and phone

Desirable skills and experience:-

• Microsoft 365 – good working knowledge of 365 portal, setting up new accounts, Outlook, SharePoint, Teams etc.
• Working knowledge of Word and Excel
• Good understanding of security and ability to explain importance to end users
• Familiarity with backup principles and experience with at least 1 platform
• Apple Mac experience would be nice
• Clean UK driving licence and appropriate car
• Working knowledge of networking and firewalls, Group Policy, Exchange Server, Active Directory
• Service desk software, RMM
• Minimum 1 year in industry
• Good planning, verbal and written communication skills
• Wide knowledge of computing principles independent of vendor specific technology

On offer:

• 20 days holiday + bank holidays
• Standard working hours Monday – Friday 8.30 – 5.00
• Potential to progress/develop to 2 nd /3 rd line support
• Onsite car parking & free refreshments (tea and coffee)
• Continuous training
• Pension Scheme enrolment

If you have the skills required, apply now