Role Purpose
The IT 1st Line Support Engineer is the first point of contact for all IT-related incidents and service requests. The role is responsible for providing efficient, customer-focused technical support, resolving issues at first contact where possible, and escalating more complex problems to 2nd or 3rd line teams when required.
This position plays a key role in ensuring minimal disruption to business operations through timely troubleshooting, clear communication, and excellent service delivery.
Key Responsibilities
Service Desk & Support
- Act as the first point of contact for IT support via phone, email, chat, or ticketing system
- Log, categorize, and prioritize incidents and requests accurately
- Provide first-line diagnosis and resolution of technical issues
- Deliver remote and desk-side support as required
- Escalate unresolved issues following defined procedures
Technical Support
- Troubleshoot hardware, software, and network issues
- Support desktops, laptops, mobile devices, and peripherals
- Assist with password resets, account unlocks, and access requests
- Install, configure, and maintain standard applications
- Support Microsoft 365/Google Workspace and collaboration tools
- Assist with onboarding/offboarding setup (user accounts, devices, permissions)
Customer Service
- Provide clear communication and updates to users
- Maintain high levels of customer satisfaction
- Follow SLAs and response targets
- Produce user-friendly documentation and knowledge base articles
Maintenance & Administration
- Perform routine system checks and maintenance tasks
- Manage asset tracking and inventory
- Assist with IT projects and rollouts
- Maintain accurate records within the ticketing system
Technical Skills & Experience
Essential
- 1+ year experience in an IT Service Desk or technical support role
- Knowledge of:
- Windows 10/11 and macOS
- Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Active Directory / Entra ID (user & group management)
- Basic networking (TCP/IP, DNS, DHCP, Wi-Fi troubleshooting)
- Hardware troubleshooting
- Experience using ITSM/ticketing tools
- Strong problem-solving skills
Desirable
- ITIL Foundation knowledge
- Experience with remote support tools
- Exposure to endpoint management tools (Intune/SCCM/Jamf)
- Basic scripting or automation knowledge
- Cybersecurity awareness
Soft Skills & Competencies
- Excellent communication skills (verbal and written)
- Strong customer service mindset
- Ability to explain technical issues to non-technical users
- Good time management and prioritization
- Team player with a proactive attitude
- Calm under pressure
- Attention to detail