1st Line IT Support Engineer

ECS Resource Group Ltd; England; Hybrid; GBP 26,000 - 31,000; Full time

Job summary

A technology services provider in the UK is looking for a 1st Line IT Support Engineer to provide customer-facing support for IT issues. The ideal candidate will have strong Microsoft 365 knowledge and IT support experience. Responsibilities include managing queries, resolving issues, and maintaining user documentation. This role offers a salary range of £26,000 to £31,000 and a hybrid work model with four days onsite.

Qualifications

• Experience in IT support or service desk roles.
• Strong knowledge of Microsoft 365 and Windows 10/11.
• Familiarity with HALO ITSM or similar ticketing systems.

Responsibilities

• Provide first point of contact for IT queries.
• Log and categorise incidents and service requests.
• Resolve first-line issues like password resets.
• Escalate complex issues to second-line support.
• Monitor ticket queues to meet SLA targets.

Skills

IT support experience

Microsoft 365 knowledge

Windows 10/11 knowledge

Communication skills

Problem-solving mindset

Attention to detail

Active Directory experience

HALO ITSM familiarity

Education

ITIL Foundation or equivalent

Job description

1st Line IT Support Engineer

Salary: 26,000 - 31,000

Location: Farnham (Hybrid - 4 days onsite)

Schedule: Mon-Fri, 8:00-16:30 or 9:00-17:30 (1-hour break)

On-Call: 1 in 3 Saturdays

We're looking for a friendly, proactive, and technically skilled 1st Line IT Support Engineer to be the go to person for everyday IT issues across our organisation. This is a customer facing role where your ability to troubleshoot, communicate clearly, and resolve problems efficiently will directly impact user satisfaction and operational success.

Key responsibilities:

• Be the first point of contact for IT queries via phone, email, and HALO ITSM
• Log, categorise, and prioritise incidents and service requests
• Resolve first-line issues including:
  • Password resets and account lockouts (Active Directory, Microsoft 365)
  • Outlook/email access, shared mailbox setup
  • Printer/scanner connectivity
  • Basic troubleshooting of Teams, SharePoint, and Windows
  • Provide "how-to" support for Office 365 apps
• Escalate complex issues to second-line support with clear documentation
• Keep users informed throughout the ticket lifecycle
• Monitor ticket queues to meet SLA targets
• Support onboarding/offboarding and maintain IT documentation

Required Skills

• Experience in IT support or service desk roles
• Familiarity with HALO ITSM or similar ticketing systems
• Strong knowledge of Microsoft 365 and Windows 10/11
• Excellent communication and customer service skills
• Problem-solving mindset and attention to detail
• Willingness to pursue ITIL Foundation or equivalent
• Experience with Active Directory, Teams telephony, and SharePoint Online
• Understanding of IT asset management and user lifecycle processes
• A friendly, approachable attitude

ECS Resource Group are an Equal Opportunity Employer. For more information please note there is a flexible application option available in line with the Equality Act 2010.