Role: 1st Line Support Engineer
Location: Hereford (Fulltime Onsite)
Salary: £25,000
We’re recruiting for a growing technology business in Hereford who are currently looking to expand their Service Desk with a 1st Line Support Engineer. They’re a close-knit team that values reliability, technical know-how, and above all, excellent customer care. This is an exciting opportunity to join a well-established tech business with a reputation for delivering excellent support to both home and business users.
What makes this role stand out is the variety: one day you might be troubleshooting remotely, the next you could be helping with an installation or supporting a client face-to-face. You’ll gain exposure to a wide range of technologies, develop your skills quickly, and be supported by an experienced team who want you to succeed.
The Role
As a 1st Line Support Engineer, you’ll be the friendly voice and technical problem-solver for clients when they need it most. From day one, you’ll be handling a variety of issues, troubleshooting Windows systems, fixing connectivity problems, and supporting users with day-to-day IT challenges. You’ll log and resolve tickets where possible and escalate when necessary, always ensuring a smooth and professional service.
This role is perfect for someone with solid IT knowledge and a strong customer-service mindset who’s eager to grow into a 2nd line position over time.
What You’ll Do
Be the first point of contact for IT issues via phone, email, and remote tools.
Log incidents accurately, keeping users updated from start to finish.
Troubleshoot common hardware, software, and network problems.
Escalate more complex cases to senior engineers when required.
Assist with installations, updates, and routine maintenance.
Contribute to the internal knowledge base by documenting fixes.
What We’re Looking For
Previous experience in IT support or a customer-facing role with strong IT skills.
Good knowledge of Windows operating systems and Microsoft Office.
An understanding of basic networking (TCP/IP, LAN/WAN, Wi-Fi).
Strong communication skills, with the ability to explain technical issues clearly.
A motivated team player who’s eager to learn and develop.
Desirable (but not essential): CompTIA A+, ITIL Foundation, or experience with Active Directory and Microsoft 365.
What’s on Offer
Salary up to £25,000 depending on experience.
Exposure to a wide variety of systems and environments, no two days are the same.
A supportive team with clear progression opportunities into 2nd line support.
The chance to join a business that genuinely values quality, trust, and personal service