1st Line Support Engineer
Sue Ross Recruitment are working on behalf of our client, a highly respected provider of commercial services including electrical, mechanical, data & IT solutions, to recruit a 1st Line Support Engineer on a permanent basis.
The key function of the 1st Line Support Engineer is to provide first-line technical support across server infrastructure and end-user devices in a hybrid IT environment. This role focuses on user support, device and server monitoring, patching, and basic systems administration, ensuring reliable and secure day-to-day IT operations.
Key Responsibilities
End-User Support
* Provide first-line support for desktops, laptops, mobile devices, printers, and peripherals
* Troubleshoot hardware, software, and basic network connectivity issues
* Support Windows and/or macOS operating systems and common business applications
* Assist users with account access, password resets, and basic security practices
Server & Infrastructure Support
* Monitor on-premises and cloud-based servers for availability and performance
* Assist with basic server administration tasks (user accounts, permissions, services)
* Escalate complex server or infrastructure issues to senior support as required Patching & Systems Management
* Perform routine patching and updates for servers and end-user devices
* Assist with endpoint management tools (e.g., MDM, RMM, or device management platforms)
* Verify patch compliance and report issues or failures Hybrid Environment Support
* Support systems in a hybrid environment (on-premises and cloud-based platforms)
* Assist with Microsoft 365, Active Directory, Azure AD/Entra ID, or similar services
* Help maintain secure access to systems for remote and on-site users Documentation & Process
* Log incidents, requests, and resolutions accurately in the ticketing system
* Follow standard operating procedures and contribute to IT documentation
* Communicate clearly with users regarding issue status and resolution
Candidate Requirements for the 1st Line Support Engineer
* 1 2 years of experience in an IT support or service desk role
* Basic understanding of:
* Windows operating systems (Windows 10/11, Windows Server fundamentals)
* End-user hardware troubleshooting
* Networking fundamentals (TCP/IP, DNS, DHCP)
* Familiarity with patching and endpoint management concepts
* Ability to prioritise tasks and work within a ticket-based environment
Preferred Qualifications for the 1st Line Support Engineer
* Experience supporting a hybrid IT environment (on-prem + cloud)
* Exposure to Microsoft 365, Active Directory, and Azure/Entra ID
* Familiarity with endpoint management or patching tools
* Entry-level certifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals)
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