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