1st Line IT Support/Helpdesk Engineer

Position Overview:

As a 1st Line IT Support/Helpdesk Engineer, you'll be one of the first points of contact for clients needing help with IT issues. Your work will be critical in keeping our clients' operations running smoothly.

This role is perfect for someone with at least one year's experience in a similar helpdesk or MSP environment who wants more hands-on exposure and opportunities to grow.

Key Responsibilities:

• Act as the first point of contact for clients via phone and email, to deliver fast and friendly technical assistance.
• Accurately log and manage support tickets, ensuring all issues are tracked through to resolution with clear updates and communication.

Ability to troubleshoot a wide range of first-line issues, including:

• Microsoft 365 (email, Teams, OneDrive, SharePoint)
• Windows OS issues
• Printer/scanner problems
• Network connectivity
• Hardware faults and peripheral setup
• Proactively follow up with clients to ensure issues are fully resolved and customer satisfaction is high.
• Escalate more complex or unresolved issues to second/third-line engineers, providing clear documentation to support smooth handovers.
• Assist with onboarding new users, including device setup, software installation, and user account configuration.
• Maintain and update internal knowledge base and documentation to support consistency and continuous improvement.
• Participate in regular training and shadowing opportunities to build skills across multiple technologies and client environments.

Qualifications

• Minimum 1 year experience in a 1st Line IT Support/Helpdesk role.
• Solid understanding of computer hardware, operating systems, and common software applications.
• Excellent customer service and communication skills.
• Strong troubleshooting and problem-solving abilities.
• Team player with a proactive attitude and willingness to learn.
• Ability to prioritise tasks in a fast-paced setting.
• Full UK driving licence.

What We Offer:

• Salary between GBP26,000 and GBP30,000, based on experience.
• Professional development and Microsoft certification training.
• A supportive, friendly team environment.
• Exposure to a wide variety of IT issues and technologies.
• Real opportunities to grow within the business.
• Salary Sacrifice Pension
• Free Onsite Parking
• Various Other Company Benefits
• The role is office based only - Monday to Friday 8:30-5:30pm

If you're looking to kick-start your career in the IT industry and have a passion for helping people with their technology challenges, we'd love to hear from you.