1st Line IT Support Engineer - Microsoft & Networking

Searchability; Essex; On-site; GBP 25,000 - 30,000; Full time

Job summary

Searchability, a UK technology services business, seeks a 1st Line Helpdesk Engineer in Essex. You’ll provide remote and occasional on-site IT support for Microsoft 365, Windows, AD and networking, handling incidents from initial contact to documentation with high service standards.

The role includes an on-call rota and a hands-on approach to resolving issues, escalating more complex cases to senior engineers while keeping customers informed throughout the lifecycle.

Qualifications

• Experience in 1st line IT support in a customer-facing role.
• Comfortable troubleshooting day-to-day IT issues remotely.
• Strong communication with customers during incidents.

Responsibilities

• Provide remote 1st Line IT support via phone and email.
• Diagnose and resolve hardware, software and user issues.
• Support Windows 10/11 desktop environments and Microsoft 365 services.
• Manage users and permissions in Active Directory; basic Group Policy tasks.
• Escalate complex incidents to 2nd/3rd Line as needed.

Skills

1st Line Support

Helpdesk

Service Desk

IT Support

Troubleshooting

Customer communication

Prioritisation

Tools

Microsoft 365

Office 365

Active Directory

Azure AD

Entra ID

Group Policy

DNS

DHCP

Windows 10/11

Job description

Searchability, a UK technology services business, seeks a 1st Line Helpdesk Engineer in Essex. You’ll provide remote and occasional on-site IT support for Microsoft 365, Windows, AD and networking, handling incidents from initial contact to documentation with high service standards.

The role includes an on-call rota and a hands-on approach to resolving issues, escalating more complex cases to senior engineers while keeping customers informed throughout the lifecycle.