1st Line IT Support Engineer (SDA)

McNally Recruitment Ltd; Aberdeen City; On-site; GBP 25,000 - 35,000; Full time

Job summary

A recruitment agency in Aberdeen is seeking a Network (Systems) Engineer to join an established team. The successful candidate will manage support requests, troubleshoot technical issues, and contribute to documentation while maintaining excellent customer communication. Ideal applicants will have at least one year of relevant experience and a passion for learning new technologies. A driving licence is preferred.

Qualifications

• Minimum 1 year of experience in a 1st line or service desk support role.
• Good understanding of basic networking principles.
• Familiarity with Microsoft Windows, Office 365, and general desktop support.
• Excellent problem-solving and communication skills.
• Strong customer service mindset with the ability to remain calm under pressure.

Responsibilities

• Act as the first point of contact for incoming support requests.
• Log, prioritise, and manage incidents and requests.
• Troubleshoot and resolve 1st line technical issues.
• Escalate complex incidents to network engineers.
• Maintain proactive communication with customers.
• Assist in monitoring network and system alerts.
• Contribute to support documentation and knowledge base.
• Participate in the team’s on-call rota.

Skills

1st line or service desk support experience

Basic networking principles (DNS, DHCP, IP addressing)

Microsoft Windows and Office 365 familiarity

Excellent problem-solving skills

Strong customer service mindset

Education

Relevant IT certifications (CompTIA A+, Microsoft, Cisco CCNA)

Tools

Ticketing and remote support tools

Job description

Due to continued growth, our Aberdeen client is looking for a Network (Systems) Engineer to join their already established team. This role provides an excellent opportunity to not only be part of an expanding business, but to progress your career within.

KEY RESPONSIBILITIES

• Act as the first point of contact for incoming support requests via phone, email, and ticketing system.
• Accurately log, prioritise, and manage incidents and requests in line with SLAs.
• Troubleshoot and resolve 1st line technical issues relating to hardware, software, networking, and telephony.
• Escalate complex incidents to network engineers or specialist teams where appropriate, ensuring clear handover and communication.
• Maintain proactive communication with customers throughout issue resolution.
• Assist in monitoring network and system alerts, responding promptly to potential service interruptions.
• Contribute to the maintenance of support documentation and internal knowledge base.
• Support on-site activities where required and participate in the team’s on-call rota.
• Follow company policies and standards including Cyber Essentials Plus and GDPR compliance.

SKILLS REQUIRED

• Minimum 1 year of experience in a 1st line or service desk support role (or relevant IT experience).
• Good understanding of basic networking principles (DNS, DHCP, IP addressing, etc.).
• Familiarity with Microsoft Windows, Office 365, and general desktop support.
• Experience working with ticketing and remote support tools.
• Excellent problem-solving and communication skills – both written and verbal.
• Strong customer service mindset with the ability to remain calm under pressure.
• Team-oriented, proactive, and eager to learn new technologies.
• Relevant IT certifications such as CompTIA A+, Microsoft, or Cisco CCNA (advantageous but not essential).
• Full UK driving licence preferred.