Morris Sinclair is recruiting on behalf of a growing IT services provider for a friendly and motivated 1st Line Support Engineer to join their support team in Edinburgh.
This is an excellent opportunity for someone with previous service desk experience who is looking to further develop their technical skills within a supportive and fast-paced environment. The successful candidate will gain exposure to a broad range of technologies while working with a varied client base across the UK.
The client is looking for someone with strong communication skills, a proactive attitude, and a solid technical foundation. Ongoing training and development will be provided.
The Role
You will be responsible for providing first-line technical support to customers, assisting with day-to-day IT issues and ensuring support requests are handled efficiently and professionally.
Support requests will come through via phone, email, and ticketing systems, and you will be expected to manage and prioritise your workload effectively while delivering a high level of customer service.
This role would suit someone who enjoys troubleshooting technical issues, working collaboratively within a team, and building strong relationships with users.
Key Responsibilities
Act as the first point of contact for IT support queries
Log, manage, and update support tickets through the ticketing system
Troubleshoot issues relating to desktops, laptops, Microsoft 365, printers, networking, and user accounts
Provide regular updates to customers regarding ticket progress
Escalate more complex technical issues where required
Work closely with colleagues to maintain service levels and response times
Assist with maintaining internal technical documentation
Identify recurring technical issues and highlight potential improvements Skills & Experience Required
Minimum 2 years’ experience within an IT support or service desk environment
Strong customer service and communication skills
Professional and confident telephone manner
Good troubleshooting and analytical skills
Strong organisational and time management abilities
Ability to manage multiple support requests simultaneously
Positive, team-oriented approach
Willingness to learn and develop new technical skills Technical Experience
Candidates should have experience supporting most of the following:
Windows 10/11
Microsoft 365
Active Directory / Entra ID
SharePoint
VoIP systems
Mobile device setup and support
Basic networking
macOS
Printers and desktop hardware Exposure to server, virtualisation, or infrastructure technologies would be beneficial but is not essential.
What’s on Offer
Supportive and collaborative working environment
Ongoing training and development
Exposure to a wide range of technologies and client environments
Career progression opportunities
Competitive benefits package Job Details
Permanent, full-time position
Based in Edinburgh (office-based role)
Monday to Friday Benefits
Company pension
Company events
Free on-site parking
Sick pay Requirements
Ability to commute to Edinburgh or relocate before starting
Minimum 2 years’ technical support experience
Minimum 2 years’ customer service experience
Full UK driving licence essential Candidates with strong service desk experience and the right attitude are encouraged to apply, even if they do not meet every technical requirement listed above
Salary description
£25000.00 - £32000.00 per year