The key function of the 1st Line Support Engineer is to provide first-line technical support across server infrastructure and end-user devices in a hybrid IT environment. This role focuses on user support, device and server monitoring, patching, and basic systems administration, ensuring reliable and secure day-to-day IT operations.
Key Responsibilities for the 1st Line Support Engineer
End-User Support
* Provide first-line support for desktops, laptops, mobile devices, printers, and peripherals
* Troubleshoot hardware, software, and basic network connectivity issues
* Support Windows and/or macOS operating systems and common business applications
* Assist users with account access, password resets, and basic security practices
Server & Infrastructure Support
* Monitor on-premises and cloud-based servers for availability and performance
* Assist with basic server administration tasks (user accounts, permissions, services)
* Escalate complex server or infrastructure issues to senior support as required Patching & Systems Management
* Perform routine patching and updates for servers and end-user devices
* Assist with endpoint management tools (e.g., MDM, RMM, or device management platforms)
* Verify patch compliance and report issues or failures Hybrid Environment Support
* Support systems in a hybrid environment (on-premises and cloud-based platforms)
* Assist with Microsoft 365, Active Directory, Azure AD/Entra ID, or similar services
* Help maintain secure access to systems for remote and on-site users Documentation & Process
* Log incidents, requests, and resolutions accurately in the ticketing system
* Follow standard operating procedures and contribute to IT documentation
* Communicate clearly with users regarding issue status and resolution
Candidate Requirements for the 1st Line Support Engineer:
* 1–2 years of experience in an IT support or service desk role
* Basic understanding of:
* Windows operating systems (Windows 10/11, Windows Server fundamentals)
* End-user hardware troubleshooting
* Networking fundamentals (TCP/IP, DNS, DHCP)
* Familiarity with patching and endpoint management concepts
* Ability to prioritise tasks and work within a ticket-based environment
Preferred Qualifications for the 1st Line Support Engineer
* Experience supporting a hybrid IT environment (on-prem + cloud)
* Exposure to Microsoft 365, Active Directory, and Azure/Entra ID
* Familiarity with endpoint management or patching tools
* Entry-level certifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals)
Unfortunately due to the number of applications we receive, we are unable to provide individual feedback to all applicants. Please assume that if you do not hear from us within 72 hours that your application has been unsuccessful on this occasion.
May we take this opportunity to thank you for expressing an interest in one of our roles and wish you the very best in your search for employment
Salary description
£25000.00 - £28000.00 per year