1st Line Support

1st Line IT Support Engineer

Location: North West London - close to Stonebridge Park Station Salary: £26,500 Hours: Monday–Friday, 08:30–17:30 Department: IT

Overview

My client is seeking a proactive and customer-focused 1st Line IT Support Engineer to join their growing team. This role is ideal for someone looking to build on their technical foundations within a fast-paced environment, supporting both on-site and remote users across 7 UK locations.

You will work closely with the IT Manager, delivering high-quality technical support, resolving user issues, and supporting the stability of a Windows-based infrastructure. This is an excellent opportunity for an IT graduate or an early-career engineer looking to further develop their skills across Microsoft, networking, and server technologies.

Key Responsibilities

• Provide 1st line support for service requests, incidents, monitoring tasks, and daily checks within agreed SLAs
• Manage and resolve service desk tickets, escalating to 2nd/3rd line when necessary
• Support service desk processes including Joiners, Movers, and Leavers
• Deliver excellent customer service to all users across the organisation
• Identify opportunities to enhance IT services, tools, and internal processes
• Drive improvements to user experience and service desk performance
• Assist the wider service desk team with troubleshooting, analysis, and issue resolution
• Support end-user training on key platforms and technologies
• Maintain accurate stock levels and asset inventories
• Share updates with the wider team on changes, maintenance, known issues, and new services

Essential Skills & Experience

• Experience supporting end users within an IT environment
• Azure and on-prem Active Directory administration
• Windows 10/11 operating system support
• Microsoft 365 / Office 365 user administration
• Understanding of LAN/WAN networking, TCP/IP, DNS, VPN
• Experience using an incident/request helpdesk management system
• Hardware and software asset management
• Strong troubleshooting and problem-solving skills
• Right to work in the UK