Job Description: 1st Line Support Engineer Company: Netsense – IT Simplified Location: Burgess Hill, West Sussex Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance. The Role At NetSense, we live by our motto: IT Simplified. We’re looking for a 1st Line Support Engineer who is as good with people as they are with PCs. You are the face (and voice) of our technical team, acting as the first point of contact for clients who need their technology to "just work." Because we support high-security environments, this role requires a high level of trust and the ability to handle sensitive data. What You’ll Be Doing * Front-Line Defense: Act as the initial point of contact for all incoming technical queries via phone, email, and chat. * Triage & Troubleshooting: Diagnose and resolve basic hardware and software issues (Windows/Mac, Office 365, connectivity, and peripherals). * Ticket Management: Log all incidents accurately in our service desk system, ensuring users are kept in the loop every step of the way. * User Provisioning: Set up new users, manage password resets, and handle basic Active Directory/Azure AD tasks. * Escalation: Identify when a problem needs more "firepower" and escalate it smoothly to our 2nd and 3rd-line teams. * Secure Environments: Maintain strict adherence to security protocols when handling clie...