1st Line IT Support Engineer - Service Desk (2,500+ Users)

Solus - an Aviva company; Bentfield; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

33 days holiday

Company pension

Bonus opportunity

Employee discounts

Save As You Earn

Parental leave

Carer’s leave

Group Income Protection

24/7 GP access

Job summary

Solus - an Aviva company is seeking a 1st Line IT Engineer to join the Service Desk, supporting 2,500+ users across 40+ sites. You will be the first contact for colleagues and clients using Evolve, triaging issues and escalating when needed.

The role offers exposure to Microsoft 365, Azure, Intune and HaloITSM within a growing team. You’ll work closely with 1st, 2nd and IT Field Engineers, contribute to onboarding/offboarding, and help improve processes with documentation and knowledge sharing,

Qualifications

• Experience delivering IT support to a large user base.
• Ability to triage and resolve incidents or escalate to 2nd line.
• Strong communication and documentation skills.

Responsibilities

• Handle incoming calls and tickets on a day‑to‑day basis.
• Troubleshoot hardware, software and networking issues across platforms.
• Log, categorise and prioritise tickets in HaloITSM.
• Onboard/offboard devices, set up accounts and coordinate deliveries.
• Guide users through fixes and create helpful documentation.
• Monitor systems and respond to alerts with the IT team.
• Share knowledge and help improve service desk processes.

Skills

Customer support

Hardware issues

Networking basics

Software troubleshooting

Phone etiquette

Tools

HaloITSM

Microsoft 365

Azure

Job description

Solus - an Aviva company is seeking a 1st Line IT Engineer to join the Service Desk, supporting 2,500+ users across 40+ sites. You will be the first contact for colleagues and clients using Evolve, triaging issues and escalating when needed.

The role offers exposure to Microsoft 365, Azure, Intune and HaloITSM within a growing team. You’ll work closely with 1st, 2nd and IT Field Engineers, contribute to onboarding/offboarding, and help improve processes with documentation and knowledge sharing,