1st Line IT Support Engineer
FULL DESCRIPTION
Summary
An exciting opportunity for a proactive and customer-focused IT Support Engineer to join our team. This office-based role is ideal for someone who enjoys troubleshooting, problem-solving, and providing high-quality support to colleagues. You’ll play a key role in ensuring smooth day-to-day IT operations, working closely with end users to resolve technical issues efficiently while maintaining excellent communication.
Key Responsibilities:
- Provide 1st line support across a broad range of technologies
- Monitor, prioritise, and resolve incoming support tickets, liaising with internal departments and third-party suppliers as required
- Support the System Administrator in troubleshooting and resolving more complex IT issues
- Perform routine IT maintenance and monitoring tasks, including backups, updates, and performance checks
- Maintain and update IT documentation, ensuring processes and changes are recorded
- Ensure digital security and compliance best practices to protect employees, clients, and company data
- Participate in scheduled out-of-hours support as needed
- Proactively develop technical skills through training and self-study
Core Requirements/Qualifications/Skills:
- Strong troubleshooting and problem-solving skills
- Knowledge of Windows 10/11 and Office 365
- Good understanding of hardware troubleshooting
- Basic knowledge of Microsoft Server Technologies (Active Directory, Group Policy, Exchange, DHCP)
- Fundamental networking knowledge (DNS, IP, Ports)
- Basic PowerShell scripting skills
- Strong communication and customer service skills
- Clear and methodical troubleshooting approach
About [Employer hidden — view at passion-project.co.uk]
Data makes the world go round. Every day, we generate it, use it, consume it, and demand it. At [Employer hidden], we are all about the intelligent use of data. We work with some of the country’s leading brands to support them in making wise decisions powered by data. We help them transform their customer data into a structure they can use, enabling them to improve it, make sense of it, and drive value from it.
Founded in 2005, we are a customer-centric business with a World Class +82 Net Promoter Score. We believe data should be at the heart of every company. While we are sector agnostic, primarily our clients are in the water, energy, telecoms, financial services, charity, and retail sectors. We help them improve their customer prospecting and marketing, customer management, billing, collections, and retention over the lifetime of the customer.
We have delivered consistent success and ROI for our clients through new customer acquisition, customer management, onboarding, and ongoing development, to ensure every consumer is treated like an individual.
Data can reveal the full picture and we join the dots.
About the Role
An exciting opportunity for a proactive and customer-focused IT Support Engineer to join our team.
This office-based role is ideal for someone who enjoys troubleshooting, problem-solving, and providing high-quality support to colleagues. You’ll play a key role in ensuring smooth day-to-day IT operations, working closely with end users to resolve technical issues efficiently while maintaining excellent communication.
Responsibilities
- Provide 1st line support across a broad range of technologies
- Monitor, prioritise, and resolve incoming support tickets, liaising with internal departments and third-party suppliers as required
- Support the System Administrator in troubleshooting and resolving more complex IT issues
- Perform routine IT maintenance and monitoring tasks, including backups, updates, and performance checks
- Maintain and update IT documentation, ensuring processes and changes are recorded
- Ensure digital security and compliance best practices to protect employees, clients, and company data
- Participate in scheduled out-of-hours support as needed
- Proactively develop technical skills through training and self-study
Skills
Required Skills
• Strong troubleshooting and problem-solving skills
• Knowledge of Windows 10/11 and Office 365
• Good understanding of hardware troubleshooting
• Basic knowledge of Microsoft Server Technologies (Active Directory, Group Policy, Exchange, DHCP)
• Fundamental networking knowledge (DNS, IP, Ports)
• Basic PowerShell scripting skills
• Strong communication and customer service skills
• Clear and methodical troubleshooting approach
Desirable Sills
• Experience with cloud platforms (Azure/AWS)
• Mac OS knowledge
• Microsoft 365 administration experience
• Previous experience working on an IT service desk
• Familiarity with mobile OS platforms (Android/iOS)
People at [Employer hidden]
Success in any business is ultimately about its people; their skills, personality, attitude, qualities, dedication and enthusiasm. We recognise the value of our people and their commitment to working together as a team, but equally between ourselves and our clients.
Our consultants are often personally recommended and undergo rigorous screening to ensure they share the qualities that are integral to our business. They naturally have an outstanding level of skill in their areas of expertise, many with significant operational experience within our key industry sectors.
At [Employer hidden], we:
• believe working with our clients, in collaboration, delivers better results
• coach & mentor our clients’ teams so our solutions live on after our assignment ends
• believe in delivering benefits as we go along
If you would like to join a unique working environment, with a sociable culture, where work is done a little bit differently – and we believe ‘better’ - then we look forward to hearing from you!