Job Description

Posted 2 hours ago

1st Line IT Support Engineer

Coventry

Full Time – x5 Days on site

I am recruiting for a 1st Line IT Support Engineer to join a team of 14 IT Support Engineers and you will provide hands-on, 1st Line IT support across a wide range of technologies, ensuring users at all levels of the business receive a reliable and high-quality IT service.

As a 1st Line IT Support Engineer you will need to be proactive and customer-focused providing IT Support and will join a fast-paced, project-driven organisation operating across more than 30 offices throughout the UK and ROI.

1st Line IT Support Engineer Responsibilities:

Provide 1st technical support to users
Take ownership of IT support tickets and incidents through to resolution
Perform support ticket administration and maintain accurate documentation
Carry out password resets and user account administration
Monitor network and infrastructure systems, escalating issues where required
Support joiner, mover, and leaver processes, including account changes and device provisioning
Procure and manage IT equipment including laptops, desktops, and mobile devices
Build, configure, and upgrade laptops and desktops as required
Deploy applications and manage updates
Perform backup and restore operations
Deliver desktop and end‑user break/fix support
Troubleshoot network, VPN, Microsoft Teams, and audio‑visual meeting issues
Support Microsoft 365, Windows 10/11, Active Directory, and Exchange Online environments
Manage incidents, service requests, and access control through the ITSM platform
Support mobile device management (MDM/MAM) solutions
Complete timesheets accurately to support project cost monitoring1st Line IT Support Engineer Essential Skills:

ITIL v4 Foundation certification
2+ years experience in an IT support or service desk role
Experience of working in an ITIL based service function
Windows 11 build, troubleshooting and configuration
Microsoft 365 (O365) / SharePoint
Windows Server
Active Directory
Exchange Online
Basic network troubleshooting knowledge (IP subnets, DNS. Wi-Fi & VPN)
Strong customer service skills with the ability to work under pressure1st Line IT Support Engineer Desirable Skills:

Exposure to Intune and mobile device management
Experience with Wi‑Fi solutions (e.g. Cisco)
Knowledge of Hyper‑V virtualisation
Backup technologies such as Veeam
Experience with monitoring tools
Microsoft certifications1st Line IT Support Engineer Benefits:

Pension
Medical Insurance
Financial Planning Support
Death in Service
Medicash Healthcare Cash Plan
Permanent Total Disability Insurance
Enhanced Maternity/Paternity/Adoption Pay
Company Sick Pay,
Investment in personal and professional training
Professional Memberships
Health checks
Wellbeing training and support
Employee Assistance Program
Flu jabs
Eyecare and of course paid holiday.

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