1st Line IT Support Engineer – Office Based

About the role

The 1st Line IT Support Engineer provides first‑line technical assistance to internal users and customers, ensuring minimal disruption to business operations. The role is office‑based and focuses on efficient, professional support through phone, email, remote tools and a service‑desk system.

Key responsibilities

• Deliver first‑line IT support via telephone, email, remote tools and ticketing system.
• Log, prioritize and resolve support tickets within agreed SLA targets.
• Troubleshoot and resolve issues with desktops, laptops, printers, peripherals and basic networking.
• Support Microsoft 365 applications such as Outlook, Teams, Word, Excel, OneDrive and SharePoint.
• Perform password resets, account administration and access requests in Active Directory and Microsoft 365.
• Execute user adds, moves and changes (AMC) following security procedures.
• Escalate complex issues to Level 2 or senior support teams.
• Install, configure and maintain desktop hardware, operating systems and software.
• Assist with workstation deployments, onboarding of new employees and device setups.
• Maintain accurate documentation of incidents, resolutions and IT procedures.
• Support routine IT maintenance, updates, system checks and patch management.
• Track and manage IT equipment and software assets while ensuring compliance with IT policies and security standards.

Required profile

• Minimum of 2 years experience in an IT Helpdesk, Service Desk or Level 1 support role.
• Basic knowledge of Microsoft 365 administration and end‑user support.
• Understanding of Microsoft Windows operating systems and desktop troubleshooting.
• Familiarity with Active Directory user administration.
• Basic understanding of networking concepts, including Wi‑Fi and VPN connectivity.
• Experience using IT ticketing or helpdesk systems.
• Strong verbal and written communication skills and a customer‑service orientation.

Required skills

• Microsoft 365 (Outlook, Teams, Word, Excel, OneDrive, SharePoint)
• Active Directory administration
• Windows desktop operating systems
• Desktop hardware installation and configuration
• Basic networking (Wi‑Fi, VPN)
• IT ticketing/helpdesk tools