IT Support Engineer Level 1

The Role

• Respond to and resolve IT support requests through the helpdesk system in a timely and professional manner.
• Troubleshoot and diagnose basic technical problems across desktops, laptops, mobile devices, and common business applications.
• Escalate complex or unresolved issues to Level 2/Level 3 support or relevant teams when required.
• Assist with the setup, configuration, and deployment of user devices, including desktops, laptops, and peripherals.
• Support user account management tasks such as password resets, account creation, and access permissions.
• Maintain accurate documentation of support requests, troubleshooting steps, and resolutions within the helpdesk system.
• Assist with routine IT maintenance tasks to ensure systems remain secure, updated, and operational.
• Provide clear and effective communication to users regarding issue status, solutions, and IT best practices.
• Collaborate with other members of the IT team to ensure efficient service delivery and continuous improvement of IT support processes.
• Contribute to maintaining a high level of customer satisfaction through professional, courteous, and responsive support.
• Demonstrate a proactive approach to learning new technologies and improving technical knowledge.

• Respond to IT support requests via phone, email, or the ticketing system in a timely and professional manner.
• Troubleshoot and resolve basic hardware, software, and connectivity issues.
• Provide remote and on-site technical support to internal users as required.
• Assist with password resets, user account setup, and management of access permissions.
• Escalate complex or unresolved technical issues to Level 2 support or senior IT staff when necessary.

• Install, configure, and maintain desktops, laptops, and peripheral devices.
• Assist with software installations, updates, and system configuration across user devices.
• Perform basic troubleshooting on operating systems and standard business applications.
• Support device inventory management and maintain accurate asset tracking records.

• Assist with basic network troubleshooting, including connectivity and device-related issues.
• Support the maintenance of endpoint security tools such as antivirus and device protection software.
• Ensure systems are kept up to date with required patches and security updates.
• Follow organizational IT security policies and report any potential security risks or incidents.

• Log all support requests, troubleshooting steps, and resolutions in the ticketing system.
• Maintain documentation for common issues, solutions, and support procedures.
• Assist with onboarding new employees by setting up devices, accounts, and required system access.
• Support routine IT maintenance activities and contribute to small internal IT projects.

• Minimum of 1 year’s experience in an IT support, helpdesk, or similar technical support role.
• Basic understanding of Windows operating systems and desktop support environments.
• Familiarity with Active Directory user management and Microsoft 365 administration.
• Foundational knowledge of networking concepts, including IP addressing, DNS, and connectivity troubleshooting.
• Experience supporting hardware devices such as laptops, desktops, printers, and other peripherals.

Your profile

• Strong problem-solving and technical troubleshooting skills.
• Good communication and customer service skills, with the ability to explain technical issues clearly to non-technical users.
• Ability to prioritize tasks and manage multiple support requests in a fast-paced environment.
• Strong attention to detail and a willingness to learn and develop new technical skills.
• Ability to work both independently and collaboratively as part of a team.
• Positive attitude and a strong interest in developing a long-term career in IT.

Why us?

Why us?

• Flexible and Hybrid Working
• 21 days annual leave plus a day off on your birthday plus a treat day! Company closure days at Christmas and early finish on Bank Holiday Fridays
• A company culture that promotes work-life balance
• Family-focused benefits including paid maternity and paternity leave as well as maternity phase back program, fertility treatment supports and paid pregnancy loss leave
• Paid health insurance for you and your dependents under 18 including Access to mental health and well-being programs
• Christmas Voucher
• Social events
• Professional financial advice; employer contributory pension and life assurance
• 24/7 access to professional development through LinkedIn Learning along with career progression and mentoring
• The opportunity to work across a huge range of clients within so many different categories from sport, retail, food and drink, to alcohol, insurance, banking and so much more
• Make a difference by joining our D&I, CSR, Green, Social or Great Place to Work committees; you’ll get an extra days leave for your efforts.
• And lots more …

Salary Range