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 Customer Service Ticketing Systems

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.
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