At a Glance
- Tasks: Provide first-line IT support and troubleshoot technical issues for customers.
- Company: Join a growing IT services provider in a friendly, supportive environment.
- Benefits: Enjoy ongoing training, career progression, and a competitive benefits package.
- Other info: Office-based role in Edinburgh with a positive, team-oriented culture.
- Why this job: Gain exposure to diverse technologies while helping clients across the UK.
- Qualifications: 2 years of IT support experience and strong communication skills required.
Morris Sinclair is recruiting on behalf of a growing IT services provider for a friendly and motivated 1st Line Support Engineer to join their support team in Edinburgh. This is an excellent opportunity for someone with previous service desk experience who is looking to further develop their technical skills within a supportive and fast-paced environment. The successful candidate will gain exposure to a broad range of technologies while working with a varied client base across the UK.
The client is looking for someone with strong communication skills, a proactive attitude, and a solid technical foundation. Ongoing training and development will be provided.
The Role
You will be responsible for providing first-line technical support to customers, assisting with day-to-day IT issues and ensuring support requests are handled efficiently and professionally. Support requests will come through via phone, email, and ticketing systems, and you will be expected to manage and prioritise your workload effectively while delivering a high level of customer service. This role would suit someone who enjoys troubleshooting technical issues, working collaboratively within a team, and building strong relationships with users.
Key Responsibilities
- Act as the first point of contact for IT support queries
- Log, manage, and update support tickets through the ticketing system
- Troubleshoot issues relating to desktops, laptops, Microsoft 365, printers, networking, and user accounts
- Provide regular updates to customers regarding ticket progress
- Escalate more complex technical issues where required
- Work closely with colleagues to maintain service levels and response times
- Assist with maintaining internal technical documentation
- Identify recurring technical issues and highlight potential improvements
Skills & Experience Required
- Minimum 2 years’ experience within an IT support or service desk environment
- Strong customer service and communication skills
- Professional and confident telephone manner
- Good troubleshooting and analytical skills
- Strong organisational and time management abilities
- Ability to manage multiple support requests simultaneously
- Positive, team-oriented approach
- Willingness to learn and develop new technical skills
Technical Experience
Candidates should have experience supporting most of the following:
- Windows 10/11
- Microsoft 365
- Active Directory / Entra ID
- SharePoint
- VoIP systems
- Mobile device setup and support
- Basic networking
- macOS
- Printers and desktop hardware
Exposure to server, virtualisation, or infrastructure technologies would be beneficial but is not essential.
What’s on Offer
- Supportive and collaborative working environment
- Ongoing training and development
- Exposure to a wide range of technologies and client environments
- Career progression opportunities
- Competitive benefits package
Job Details
- Permanent, full-time position
- Based in Edinburgh (office-based role)
- Monday to Friday
Benefits
- Company pension
- Company events
- Free on-site parking
- Sick pay
Requirements
- Ability to commute to Edinburgh or relocate before starting
- Minimum 2 years’ technical support experience
- Minimum 2 years’ customer service experience
- Full UK driving licence essential
- Candidates with strong service desk experience and the right attitude are encouraged to apply, even if they do not meet every technical requirement listed above.
1st Line IT Support Engineer employer: Morris Sinclair Recruitment
Morris Sinclair offers a dynamic and supportive work environment for 1st Line IT Support Engineers in Edinburgh, where employees can thrive through ongoing training and development opportunities. With a focus on collaboration and career progression, team members are encouraged to enhance their technical skills while providing exceptional customer service to a diverse client base across the UK. The company also provides a competitive benefits package, including a pension scheme and company events, making it an attractive employer for those seeking meaningful and rewarding employment.
Contact Detail:
Morris Sinclair Recruitment Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land 1st Line IT Support Engineer
✨Tip Number 1
Get your tech skills sharp! Brush up on the key technologies mentioned in the job description, like Windows 10/11 and Microsoft 365. The more confident you are with these tools, the better you'll perform during interviews.
✨Tip Number 2
Practice your communication skills! Since this role is all about helping customers, make sure you can explain technical issues in a way that's easy to understand. Role-play with a friend or family member to get comfortable.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experience where you successfully troubleshot an issue. Be ready to share these stories during your interview to demonstrate your proactive attitude.
✨Tip Number 4
Apply through our website! We love seeing candidates who take the initiative. Plus, it gives you a chance to showcase your enthusiasm for the role right from the start.
We think you need these skills to ace 1st Line IT Support Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your relevant experience in IT support. We want to see how your skills match the job description, so don’t be shy about showcasing your service desk experience and technical know-how!
Craft a Catchy Cover Letter:Your cover letter is your chance to shine! Use it to express your enthusiasm for the role and explain why you’re the perfect fit for our team. Keep it friendly and professional, just like us!
Show Off Your Communication Skills:Since strong communication is key for this role, make sure your application reflects that. Use clear and concise language, and don’t forget to proofread for any typos or errors before hitting send!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Morris Sinclair Recruitment
✨Know Your Tech Basics
Make sure you brush up on your knowledge of Windows 10/11, Microsoft 365, and basic networking. Being able to confidently discuss these technologies will show that you have a solid technical foundation, which is crucial for a 1st Line IT Support Engineer.
✨Practice Your Communication Skills
Since strong communication skills are key for this role, practice explaining technical issues in simple terms. You might even want to role-play with a friend to get comfortable with handling support queries over the phone or via email.
✨Familiarise Yourself with Ticketing Systems
Get to know how ticketing systems work, as you'll be logging and managing support requests. If you can demonstrate familiarity with these tools during your interview, it’ll show that you’re ready to hit the ground running.
✨Show Your Proactive Attitude
Be prepared to discuss examples of how you've taken initiative in previous roles. Whether it’s identifying recurring issues or suggesting improvements, showcasing your proactive approach will resonate well with the hiring team.
