1st Line IT Service Desk Engineer

Future; Cardiff; On-site; GBP 25,000 - 27,000; Full time

Job summary

A leading media company in Cardiff is seeking a 1st Line Support Engineer to deliver front-line technical support. The ideal candidate will work closely with cross-functional teams, handle service requests, and troubleshoot issues. The expected salary range is £25,000 - £27,000. Candidates should possess excellent communication skills and some experience in IT Service Desk roles. The office-based role offers various perks, including uncapped leave and profit-sharing opportunities.

Benefits

Uncapped leave

Profit-sharing bonus

Referral rewards

Well-being support

Share Incentive Plan

Qualifications

• Experience in an IT Service Desk support role is preferred.
• Excellent communication and customer service skills are crucial.
• Ability to solve technical issues effectively.

Responsibilities

• Provide front-line technical support across the Cardiff office.
• Handle service requests and troubleshoot issues.
• Assist with onboarding/offboarding and general incident management.

Skills

IT Service Desk support

Communication skills

Teamwork

Customer service

Problem-solving skills

Google Workspace administration

Office 365 administration

Job description

What you'll be doing

Future's IT department supports over 3,000 employees worldwide, managing a global network of desktops and mobile devices. We're committed to delivering efficient, reliable IT services and continuously improving how we work.

As a 1st Line Support Engineer reporting to the Service Desk Team Lead, you'll provide front-line technical support across Future's Cardiff office. You'll handle service requests, troubleshoot issues, and ensure all incidents are resolved in line with company standards.

Working as part of a global support team, you'll assist with key IT processes such as onboarding/offboarding (Starters, Leavers, Movers), system administration, access control, and general incident management. The role involves both office-based and occasional field support.

You'll collaborate with IT Service Desk, End User Services, Infrastructure, and SecOps teams to deliver seamless support. Some weekend or bank holiday work may be required.

Experience that will put you ahead of the curve

• Previous experience in an IT Service Desk support role
• Excellent communication, teamwork, and customer service skills will be crucial in this role
• Ability to solve technical issues
• Experience with Google Workspace and Office 365 service administration
• Keep documentation up-to-date and concise.
• Analytical and problem‑solving skills, as well as experience in continuous service improvement. 1st line IT Support, supporting both Mac and PC environments, is preferable but not mandatory.

What's in it for you

The expected range for this role is £25,000 - £27,000.

This is an office based role from our Cardiff Office 5 days a week.

… Plus more great perks, which include;

• Uncapped leave, because we trust you to manage your workload and time
• When we hit our targets, enjoy a share of our profits with a bonus
• Refer a friend and get rewarded when they join Future
• Well‑being support with access to our Colleague Assistant Programmes
• Opportunity to purchase shares in Future, with our Share Incentive Plan

Internal job family level Technology 7

Who are we…

We're Future, the global leader in specialist media. With over 3,000 employees working across 200+ media brands, Future is a prime destination for passionate people worldwide looking to consume trusted, expert content that educates and inspires action - both online and off - through our specialist websites, magazines, events, newsletters, podcasts and social spaces.

We've got ambitious plans that further build on our growth momentum and unlock new opportunities – and we're looking for driven people who want to be a part of it!

Our Future, Our Responsibility - Inclusion and Diversity at Future

We embrace and celebrate diversity, making it part of who we are.

Different perspectives spark ideas, fuel creativity, and push us to innovate. That's why we're building a workplace where everyone feels valued, respected, and empowered to thrive.

When it comes to hiring, we keep it fair and inclusive, welcoming talent from every walk of life. It's not just about what you bring to the table — it's about making sure the table has room for everyone.

Because a diverse team isn't just good for business. It's the Future.

Find out more about Our Future, Our Responsibility on our website.

Please let us know if you need any reasonable adjustments made so we can give you the best experience!