1st Line Engineer

First Line Support Engineer

Working pattern: On-site

Good IT support starts with someone who listens, takes the problem seriously and helps get it sorted. We’re looking for a First Line Support Engineer who brings that approach to their work.

You’ll be the local, hands-on IT contact for colleagues across the business. Working closely with our external IT support provider, you’ll deal with issues that need someone on-site, look after workplace devices and help people get on with their day.

This role is as much about people as technology. You’ll need to be approachable, patient and comfortable explaining things clearly. When someone comes to you with a problem, they should feel confident that you’ve understood it and will see it through.

What you’ll be doing

You’ll combine day-to-day support with responsibility for equipment throughout its working life, from setting up a new laptop to securely retiring a device.

Your responsibilities will include:

• Helping colleagues in person. Provide desk-side support, troubleshoot equipment and resolve issues that our external support provider cannot fix remotely.

• Taking ownership of issues. Keep colleagues informed, record what you’ve done and involve the right people when further help is needed.

• Looking after workplace equipment. Support laptops, desktops, smartphones, tablets, printers, handheld scanners, label devices and peripherals.

• Getting people set up. Prepare and issue equipment for new starters, working with internal teams and our support provider to make sure devices and access are ready.

• Managing equipment changes. Recover, securely wipe, reassign or retire devices when people move roles or leave the business.

• Keeping accurate records. Maintain asset information, replacement schedules and stocks of peripherals so we know what we have and what needs attention.

• Coordinating repairs and replacements. Work with suppliers on diagnostics, warranty claims, returns and replacement equipment.

• Making support better. Spot recurring problems, share practical guidance and help address the causes.

• Supporting IT projects. Help with equipment rollouts, upgrades and other digital improvements across the business.

What we’re looking for

You’ll have hands-on experience providing end-user or desk-side IT support in a business environment. You’ll be comfortable working directly with colleagues at different levels and understand that the way you handle an issue matters as much as the technical fix.

You’ll bring:

• Good working knowledge of Windows, Microsoft 365 and common workplace IT issues.

• Experience troubleshooting laptops, desktops, mobile devices, printers and other workplace equipment.

• An understanding of device setup, deployment, asset recording, secure wiping and replacement.

• The ability to follow technical guidance, document your work and keep clear support and handover records.

• Good judgement about what you can resolve yourself and when to escalate.

• The organisation to manage several tasks, prioritise sensibly and keep people updated.

• A calm, helpful approach, including when someone is frustrated or unfamiliar with technology.

Experience that would help

You don’t need all of the following, but experience in any of these areas would be useful:

• Microsoft Intune or another mobile device management platform, including device enrolment, compliance and configuration.

• Active Directory and Microsoft Entra ID administration.

• ITIL principles and structured incident, request and escalation processes.

• Asset management, equipment refresh planning or hardware purchasing.

• Relevant qualifications, such as CompTIA A+ or a Microsoft endpoint administration certification.

We’d also like someone who notices where things could work better and suggests practical improvements, whether that’s clearer guidance, a simpler setup process or a fix for an issue that keeps coming back.

Why join us

You’ll have a visible role in the business and the chance to make a direct difference to colleagues every day. You’ll work with internal teams, our external IT support provider and suppliers, building your experience across support, device management and project delivery.

If you enjoy helping people, getting hands-on with technology and seeing a problem through to a proper resolution, we’d like to hear from you.