1st Line Support Engineer

Job Title: 1st Line Support Engineer

Location: Office based - Brighton

Job Type: Permanent, Full-Time

Reports to: Helpdesk Manager

About Trident

At Trident, we make IT a source of strength, helping organisations thrive so they can better support the people who rely on them every day.

We believe technology should empower people, strengthen organisations, and enable better outcomes. By working in true partnership with our clients, we provide reliable IT services, practical guidance, and people-focused support that help businesses succeed.

Benefits

Joining Trident means becoming part of a supportive and collaborative environment where your contribution is recognised and rewarded. We are committed to supporting your wellbeing, professional development, and work-life balance:

• 33 days annual leave (including bank holidays), increasing by one day per year of service up to 40 days.
• Access to on-demand IT courses, practice tests and virtual labs.
• Access to Bupa Employee Assistance Programme (EAP) for you and your family.
• Cycle to Work scheme.
• Access to vendor pricing for personal IT hardware and software purchases.
• Microsoft Workplace Discount Programme with savings on Surface devices and Microsoft 365 subscriptions.
• Regular social events, team-building activities, and a Refer-a- friend bonus scheme.

About the Role

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As a 1st Line Support Engineer, you will be the first point of contact for resolving IT issues and providing outstanding customer service. This role requires a combination of technical expertise, problem-solving skills, and effective communication. A flair for customer service and the ability to put the customer experience first while maintaining a good awareness of the commercial element of the role.

The key role responsibilities

• Answering support queries via phone, email and via the ticketing system.
• Troubleshoot and resolve hardware, software, and network issues.
• Troubleshooting helpdesk tickets via remote access.
• Assist users with login problems, password resets, and application issues.
• End-to-end ownership and resolution of 1st line tickets in line with Trident’s SLA’s/KPI’s.
• Providing regular updates to clients on the progress of their tickets.
• Working ad-hoc on tasks requested.
• Working independently and as part of a team, ensuring clarity of client requirements and assisting with smooth client experience.
• On-budget, successful, and profitable delivery of an “exceptional customer experience”.
• Continued assessment of security, integrity, and availability both internally and in part of Trident’s service.

About You

We welcome candidates with experience in the following technologies, though not all are essential:

• Microsoft Windows & Mac operating systems and other common applications.
• Microsoft Office components such as Word, Excel, Outlook, etc. support.
• Microsoft 365 & Active Directory administration and support.
• General understanding of networking principles (IP addressing, DNS, DHCP, etc).
• A flair for troubleshooting, communication, and exceptional customer service.
• Effective communication skills, both written and verbal.
• Be flexible and adaptable to situations and changing requirements.
• Strong task and time management.
• MSP experience and a relevant IT qualification, such as CompTIA A+ or a Microsoft qualification would be desirable.

Next Steps

If you are looking for an opportunity to develop your career within a growing and people- focused organisation, we would love to hear from you.

Apply today to be considered for this exciting 1st Line Support Engineer opportunity:

• Submit your application along with an up-to-date CV.
• Applications will be reviewed as they are received.
• Suitable candidates will be contacted to discuss the role further.
• Successful applicants will be invited to attend an interview.
• Employment offers will be subject to satisfactory pre-employment checks.
• Join a business committed to partnership, integrity, and creating lasting value.

Please note this role may be advertised under a different title than that used internally.