Job Description

Posted 3 weeks ago

1st Line IT Support Engineer

Salary: £26,000 – £31,000

Location: Farnham (Hybrid – 4 days onsite)

Schedule: Mon-Fri, 8:00-16:30 or 9:00-17:30 (1-hour break)

On-Call: 1 in 3 Saturdays

We're looking for a friendly, proactive, and technically skilled 1st Line IT Support Engineer to be the go to person for everyday IT issues across our organisation. This is a customer facing role where your ability to troubleshoot, communicate clearly, and resolve problems efficiently will directly impact user satisfaction and operational success.

Key responsibilities:

Be the first point of contact for IT queries via phone, email, and HALO ITSM
Log, categorise, and prioritise incidents and service requests
Resolve first-line issues including:
Password resets and account lockouts (Active Directory, Microsoft 365)
Outlook/email access, shared mailbox setup
Printer/scanner connectivity
Basic troubleshooting of Teams, SharePoint, and Windows
Provide "how-to" support for Office 365 apps
Escalate complex issues to second-line support with clear documentation
Keep users informed throughout the ticket lifecycle
Monitor ticket queues to meet SLA targets
Support onboarding/offboarding and maintain IT documentation

Required Skills

Experience in IT support or service desk roles
Familiarity with HALO ITSM or similar ticketing systems
Strong knowledge of Microsoft 365 and Windows 10/11
Excellent communication and customer service skills
Problem-solving mindset and attention to detail
Willingness to pursue ITIL Foundation or equivalent
Experience with Active Directory, Teams telephony, and SharePoint Online
Understanding of IT asset management and user lifecycle processes
A friendly, approachable attitudeECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: (url removed) In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process – (url removed)/work/flexible-application-process