1St Line IT Support Engineer

ECS Resource Group Ltd; Farnham; Hybrid; GBP 26,000 - 30,000; Full time

Job summary

A leading technology services provider is seeking a proactive 1st Line IT Support Engineer in Farnham to serve as the primary contact for IT issues. The ideal candidate will troubleshoot, assist users, and resolve technical problems effectively. Key responsibilities include logging incidents, providing support for Microsoft 365, and maintaining IT documentation. This hybrid role offers a salary range of £26,000 - £30,000.

Qualifications

• Experience in IT support or service desk roles.
• Knowledge of Microsoft Entra, Microsoft 365, and Windows 10/11.
• Strong communication and customer service skills.

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 related to accounts, connectivity, and basic troubleshooting.

Skills

IT support experience

HALO ITSM experience

Microsoft 365 knowledge

Windows 10/11 knowledge

Excellent communication skills

Customer service skills

Problem-solving mindset

Attention to detail

Willingness to pursue ITIL Foundation

Understanding of IT asset management

Approachable attitude

Job description

1st Line IT Support Engineer

Salary: £26,000 - £30,000

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
• Must have HALO ITSM ticketing system experience
• Strong knowledge of Microsoft Entra 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. In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - (url removed)