IT Support Engineer – Level 1 (Internal) We’re looking for an IT Support Engineer – Level 1 to join our internal technology team at PMC. This role is perfect for someone who enjoys solving problems, helping colleagues, and ensuring technology works smoothly across the business. As the first point of contact for internal IT support, you will play a key role in keeping our teams productive by resolving day-to-day technical issues and delivering a great user experience. You’ll troubleshoot problems, support colleagues both remotely and in person, and escalate more complex issues to senior engineers when needed. This is a great opportunity to build your technical skills in a supportive environment while contributing to a secure, stable, and well-managed IT environment. What you’ll be doing Acting as the first line of support for IT incidents and service requests across the business Logging, prioritising and managing tickets through the IT service management system Providing remote and in-person technical support to colleagues Troubleshooting hardware, software and connectivity issues Supporting laptops, desktops, mobile devices and peripherals Setting up equipment, accounts and system access for new starters Troubleshooting Microsoft 365 issues (Outlook, Teams, SharePoint, OneDrive) Installing and configuring approved software applications Managing user accounts, password resets and MFA issues Maintaining accurate IT asset records Supporting meeting room technology and AV equipment Escalating more complex technical issues to Level 2/3 support teams Contributing to IT documentation and knowledge base articles Identifying recurring issues and suggesting improvements Following IT security policies and promoting good cyber hygiene across the business What we’re looking for Essential Experience working in a 1st line IT support or service desk role Good working knowledge of Microsoft 365 and Windows environments Basic understanding of networking concepts such as Wi-Fi, VPN and LAN Strong troubleshooting and problem-solving skills Excellent communication skills and a customer-focused mindset Ability to prioritise and manage workload effectively Desirable Experience using ticketing systems such as ServiceNow, Jira or Freshservice Exposure to Active Directory or Azure AD Basic understanding of cyber security principles ITIL Foundation certification or willingness to work towards it Personal qualities Patient and approachable when supporting non-technical users Organised with strong attention to detail Proactive with a desire to learn and develop Calm and professional under pressure Takes ownership of issues and sees them through to resolution