1st Line Helpdesk Engineer
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Salary: £25,000-£30,000 DOE
Location: Essex
Employment: Full Time, Permanent
This is an opportunity to join a well-established UK technology services business, providing IT support and managed technology services to a diverse customer base.
We're looking for a 1st Line Helpdesk Engineer with a solid grounding in Microsoft technologies who enjoys troubleshooting, speaking with customers and resolving day-to-day IT issues.
This is a hands-on support position where you'll be one of the first points of contact for customers, providing remote technical support across Microsoft 365, Windows, Active Directory and networking.
You'll diagnose and resolve technical issues wherever possible, escalating more complex incidents to senior engineers while maintaining a high level of customer service throughout.
The Role
Working as part of an established technical support team, you'll provide 1st Line IT support to customers primarily via phone and email, with some in-person support where required.
You'll troubleshoot issues across Windows devices, Microsoft 365 environments, user accounts, permissions and basic networking, ensuring incidents are resolved efficiently and accurately documented.
The position also participates in a 24x7 on-call rota, so you'll need to be comfortable providing occasional out-of-hours support.
Key Responsibilities
- Provide remote 1st Line IT support to customers via phone and email.
- Diagnose and resolve hardware, software and user-related technical issues.
- Support Windows 10/11 desktop environments.
- Support users across Microsoft 365 / Office 365.
- Manage users, accounts and permissions within Active Directory.
- Support basic Group Policy administration and troubleshooting.
- Assist with Microsoft 365 services including Exchange, OneDrive and SharePoint.
- Provide basic support across Azure / Azure AD / Entra ID environments.
- Troubleshoot basic networking issues including IP addressing, DHCP and DNS.
- Support antivirus and endpoint security solutions such as Sophos.
- Escalate more complex incidents to 2nd and 3rd Line engineers where required. xgikmsk
- Maintain accurate IT documentation, ticket notes and internal knowledge bases.
- Communicate clearly with customers throughout the ...
1st Line Support Engineer employer: Searchability Careers
As a leading retailer located just outside Chester, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. With competitive salaries, generous holiday allowances, and a hybrid working model, we offer our Test Engineers the opportunity to thrive in a supportive environment while enjoying excellent training resources and career progression pathways. Join us to be part of a forward-thinking technology team dedicated to quality and innovation.
