1st Line IT Support Engineer

Ashtons; Brighton; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading IT services provider in Brighton is seeking a 1st Line Support professional to resolve incidents and provide technical support. You will work with Office 365 and assist in troubleshooting network faults. The ideal candidate should have strong skills in customer service and technical support. This role offers opportunities for collaboration and growth within the IT team.

Qualifications

• Providing 1st line support, including Office 365 and network troubleshooting.
• Maintenance and administration of Azure Entra ID/Active Directory.
• Expertise in hardware/software diagnosis and support.

Responsibilities

• Resolve customer incidents and service requests in a timely manner.
• Collaborate with colleagues on workload and knowledge sharing.
• Provide support for regional office and site print solutions.

Skills

Office 365 administration and troubleshooting

Installation and diagnosis of company-approved software

Network fault investigation

Hardware & Software troubleshooting

VPN troubleshooting

Intune Administration

SharePoint

Job description

Location: Brighton

Description

Purpose of the role: Reporting to the IT Manager, you will be resolving 1st line incidents and work requests driving a first-time fix ethos as well as escalating tickets to senior staff or third-party providers. You will be responsible for answering incoming requests for support and either resolving the problem quickly or handing the request to the right ownership.

Principal Accountabilities

1st Line Support

• Ensure timely response & resolution of customer incidents and service requests are carried out with business-agreed SLAs.
• Maintain a high standard of customer service to deliver this support to our business.
• Create, log, update, prioritise and resolve incidents or service requests.
• Support and collaborate with colleagues, sharing workload and knowledge.
• Work with the IT Team on improvements to the services we provide.

Essential Skills

• Providing 1st line support in areas such as:
• Office 365 administration and troubleshooting including MFA
• Installation and diagnosis of company-approved software.
• Supporting projects regional office and site print solutions.
• Investigation and triage of network faults
• Hardware & Software troubleshooting
• Triage incidents and reassign them via agreed escalation paths as required
• Poly Video Conferencing via Teams Provisioning
• Print devices, Uniflow, scanning
• Strong network fundamentals including VPN troubleshooting.
• Azure Entra ID/Active Directory Administration
• Intune Administration
• Knowledge Management creation and maintenance
• Remote Control Tools
• Server Fundamentals
• SharePoint
• Proactive awareness and alerting of:
• New software requests.
• Security breaches.

Key Relationships

• IT Manager, Head of IT & Cyber Security