Trainee First Line IT Support Engineer

Location: Highams Park, East London (office-based initially)

Contract: Permanent, full-time

Initial hours: 9:00am–5:30pm, Monday to Friday (37.5 hours per week + 1 hour unpaid lunch)

Hybrid working: After 12 months’ service, optional hybrid working available (role dependent, minimum 2 days WFH when not on-site)

About The Role

We have an exciting opportunity for a Trainee First Line IT Support Engineer to join our hardworking, friendly team at our Head Office in Highams Park. This is an ideal entry-level role for someone who is passionate about technology and looking to build a long-term career in IT. You’ll be trained by our experienced engineers to provide telephone, remote and desk-side support to a wide range of clients across London and surrounding counties. You’ll learn best practice support methods, develop troubleshooting skills and gain hands-on exposure to a variety of technologies and environments. Full training is provided, including ongoing learning and professional qualifications funded by the company.

What You’ll Be Doing (Key Responsibilities)

• Provide 1st line support via telephone, remote tools and in-person assistance, ensuring excellent customer service at all times
• Log, update and resolve tickets accurately, escalating where appropriate in line with SLAs and internal processes
• Troubleshoot common issues relating to Microsoft 365, Windows devices, Apple devices and mobile hardware
• Carry out basic hardware and software tasks, including installations, configuration, upgrades and fault-finding
• Attend client sites for planned and reactive support, delivering professional desk-side assistance
• Support our Projects team with on-site deployments and implementations, gaining exposure to a broad range of technologies
• Contribute to documentation and knowledgebase articles to improve team efficiency and service quality

What We’re Looking For (Essential Requirements)

This role suits someone starting out in IT who is keen to learn and develop. You’ll need:

• A genuine passion in computers and technology
• A naturally proactive approach to problem-solving, being comfortable researching issues and asking the right questions
• Clear, professional communication skills (written and verbal) and strong attention to detail
• Confidence dealing with clients in person and remotely, with a customer-first mindset
• The ability to stay calm, organised and professional under pressure and to work to deadlines
• A full UK driving licence and your own vehicle – a willingness to travel to client sites across London and surrounding counties (via public transport and car where required)
• You must live within an acceptable commutable distance of our office in Highams Park, E4.

A Basic Understanding Of Using

• Windows 10 and 11 operating systems
• Microsoft 365 apps (e.g., Outlook Email, Word, Excel etc.)
• Peripherals (e.g., connecting and setting up devices such as printers, monitors, keyboards & mice etc.)

Desirable Skills

These are helpful but not essential (we can train you):

• An IT qualification such as A-Level IT, BTEC, apprenticeship, or equivalent learning/experience
• Any exposure to helpdesk tools, ticketing systems, remote support software, or customer service roles
• Basic understanding of macOS/iOS support
• Active Directory knowledge (basic awareness is sufficient at trainee level)
• Core networking concepts (e.g., IP addressing, DHCP, DNS—at a basic level)

Training & Progression

We’re committed to developing your skills. You will receive:

• Structured onboarding and mentoring from experienced engineers
• Paid Training And Funded Qualifications
• Opportunities to progress into a First Line Engineer, then further into Second Line / Projects depending on performance and interest

Benefits

• Bupa “Complete” private healthcare after 12 months’ employment
• 20 days annual leave plus bank holidays, increasing by 1 day per year up to 25 days after five years’ service
• Hybrid working available after 12 months’ service (minimum 2 days WFH when not on-site, role dependent)
• Company-funded Training And Qualifications
• Company activities and events throughout the year

Ready to apply? If you’re hardworking, motivated and ready to start a career in IT support with a forward thinking company, we’d love to hear from you. Apply online today.