1st Line Support Engineer

🔒 Confidential Employer
Posted 21 April 2026
LOCATION
Aberdeen
TYPE
Full-time
LEVEL
Entry-level
CATEGORY
IT
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Windows 10/11 Microsoft 365 AD/Azure AD Networking Hardware Customer Service

FULL DESCRIPTION

First point of contact for users via phone, email, and ticketing. Log, triage, and resolve common issues across Windows, Microsoft 365, AD/Azure AD, networking, hardware, and mobile. Escalate appropriately, maintain documentation, and deliver excellent customer service in a busy MSP environment with clear progression.

Main duties and responsibilities

  • Receiving, logging, triaging, and prioritising incidents/requests with complete details.
  • Providing clear updates, set expectations, and aim for first?contact resolution using SOPs/knowledge base.
  • Escalating with full troubleshooting notes when required; monitor queues to meet SLAs.
  • Closing tickets promptly with clear resolution documentation.

User Account Management

  • Creating/managing accounts in AD and Azure AD; resetting passwords and unlock accounts per security checks.
  • Assigning Microsoft 365 licences and managing group membership.
  • Offboarding leavers in line with policy; support MFA enrolment and authentication setup.

Microsoft 365 Support

  • Troubleshooting Outlook (profiles, send/receive, calendars), Teams basics, OneDrive sync and sharing.
  • Helping users access SharePoint and resolve simple permission issues.
  • Configuring signatures, OOO messages, shared mailboxes, and distribution lists.
  • Assisting with mobile access to Microsoft 365 services.

Desktop & Application Support

  • Supporting Windows 10/11 (performance, updates, common faults).
  • Installing/configuring standard business apps and resolving common software issues.
  • Configuring printers (local/network) and resolving basic printing problems.
  • Supporting VPN connectivity and mapped drives; providing light user guidance/training.

Hardware Support

  • Diagnosing basic hardware issues (laptops, desktops, peripherals).
  • Coordinating replacements with suppliers and setting up new devices end?to?end.
  • Supporting docking stations and multi?monitor setups; performing basic upgrades under supervision.
  • Maintaining accurate asset inventory records.

Mobile Device Support

  • Assisting with iOS/Android setup for email and business apps.
  • Enrolling devices into MDM/Intune and guide users through app configuration.
  • Performing wipes/resets as authorised.

Network Connectivity

  • Troubleshooting basic connectivity (ping, ipconfig, tracert) and Wi?Fi access.
  • Supporting VPN access for remote workers and escalating complex network faults with diagnostics.

Documentation & Knowledge Management

  • Recording clear problem statements, steps, and outcomes in tickets.
  • Following and improving knowledge base content; contributing new articles for recurring issues.
  • Keeping asset and documentation systems up to date.

Customer Service

  • Communicating in plain, non?technical language and manage expectations professionally.
  • Handling frustrated users with patience and empathy; following up to ensure satisfaction.
  • Building positive relationships with frequent users and client contacts.

Desirable Skills & Experience

  • 1+ year in IT support or relevant qualification (e.g., CompTIA A+, BTEC/HND, related degree)
  • Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
  • Basic AD concepts (users, groups, passwords) and core networking (TCP/IP, DNS, DHCP, Wi?Fi).
  • Experience with ticketing systems and remote support tools.
  • Ability to troubleshoot hardware (desktops, laptops, printers, peripherals) and mobiles (iOS/Android).
  • Excellent phone manner and customer service focus.
  • Full UK driving licence (occasional site visits).
  • CompTIA A+ (or in progress), ITIL Foundation, MS?900.
  • MSP/multi?client experience; PSA/ticketing tools (e.g., ConnectWise, Autotask).
  • Familiarity with Azure AD, VPN basics, and MDM/Intune.
  • Experience working to SLAs and service targets.

Desirable Soft Skills & Professional Attributes

  • Clear communicator who explains technical concepts simply.
  • Active listener with empathy and patience.
  • Logical problem?solver with strong attention to detail and process discipline.
  • Positive, proactive team player who seeks help appropriately.
  • Able to manage multiple tasks in a busy service desk.
  • Reliable, adaptable, and eager to learn with genuine interest in IT.
  • Owns tickets through to resolution and follows up with users.
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