1st Line Engineer

We’re looking for a 1st Line Engineer to act as the first point of contact for users needing IT support. You’ll deliver high-quality customer service, resolve technical issues remotely, and keep systems and processes running smoothly.

What You’ll Do

• Provide fast, friendly support for IT incidents and service requests
• Resolve the majority of issues at first contact where possible
• Diagnose problems across hardware, software, networks and Microsoft 365
• Log and manage all tickets accurately, keeping users updated throughout
• Maintain clear technical documentation and contribute to the knowledge base
• Escalate complex issues when needed and communicate risks or service impacts
• Work with colleagues and third-party providers to ensure smooth service delivery
• Support team development and follow set procedures and security standards

What You’ll Need

Required:

• Strong problem-solving skills and a customer-focused mindset
• Clear communication skills and the ability to simplify technical concepts
• Good understanding of operating systems, business applications, printing and networking
• Experience supporting Microsoft 365
• Ability to work efficiently while speaking with customers
• Willingness to learn, adapt and keep up with changes in technology