1st Line Support Engineer

The GelBottle Inc; Brighton; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits at a vibrant, founder-led company that is on a growth journey. As a 1st Line Support Engineer, you'll be at the forefront of IT support, tackling a diverse range of issues from hardware to software, ensuring seamless onboarding for new team members. This hybrid role offers a dynamic work environment where your problem-solving skills will shine, and your contributions will directly impact the success of a diverse portfolio of brands. Join a supportive culture that values teamwork and fun, while enjoying a range of benefits including a yearly bonus, personal development fund, and additional holiday schemes.

Benefits

Yearly company bonus

£1,000 yearly personal development fund

5 'study days' a year

25 days holiday + bank holidays

'Daisy days' (extra 2 days off throughout the year)

Holiday purchase scheme (+5 days)

Birthday bonus (after one years’ service)

Enhanced maternity leave

Long service award (additional holiday allowance)

Healthcare cash plan (via. Health Shield)

Qualifications

• Proven experience in a 1st Line Support or similar IT support role.
• Strong working knowledge of MacOS and Windows OS.

Responsibilities

• Serve as the first point of contact for all IT issues.
• Configure and deploy laptops and software for new starters.

Skills

MacOS Troubleshooting

Windows OS Knowledge

Networking Principles

Customer Service

Multitasking

Tools

Freshdesk

Adobe Creative Cloud

Monday.com

Slack

SharePoint

Intune

ThreatLocker

Job description

About the role

The GelBottle Inc. is on an exciting growth journey, and we're looking for a 1st Line SupportEngineerto be part of our vibrant, founder-led company. If you're passionate about working in a fast-paced environment and eager to contribute to a diverse portfolio of B2B and B2C brands, this is your chance to make a significant impact!

• IT Support & Troubleshooting: Serve as the first point of contact for all IT issues via Freshdesk, chat, or in person—resolving hardware, software, network, and MacOS-related problems both remotely and onsite.
• System Setup & Onboarding: Configure and deploy laptops, mobile devices, door access, and software for new starters, ensuring a seamless onboarding experience.
• Remote & Onsite Support: Provide remote assistance via Splashtop and hands-on support for device, network, and AV issues across the organisation.
• Platform & Application Support: Support key tools including Adobe Creative Cloud, Monday.com, Slack, SharePoint, Keeper Security, and assist with basic troubleshooting and user training.
• Asset & Security Management: Maintain IT asset logs, perform regular device health checks, and manage security tools such as Intune, ThreatLocker, and MFA to ensure compliance and system safety.
• Monitoring & Escalation: Continuously monitor IT systems for performance and outages, logging issues accurately and escalating complex problems to second/third-line support as needed.

This is a hybrid role, but can sometimes demand up to 5 days a week onsite.

About you:

We’re looking for a confident and proactive IT Support professional with a passion for problem-solving and delivering first-class service. You’ll thrive in a fast-paced, people-focused environment where no two days are the same.

• Strong working knowledge of MacOS, including troubleshooting and configuration
• Proven experience in a 1st Line Support or similar IT support role
• Good understanding of Windows OS and basic networking principles
• Experience using ticketing systems like Freshdesk (or similar)
• Comfortable delivering both remote and onsite support
• Excellent communication skills and a customer-first mindset
• Able to multitask, prioritise effectively, and stay calm under pressure
• Highly organised with great attention to detail
• Confident and approachable, with a can-do attitude in a busy office environment

Why TGB?

At TGB, we’re driven by passion and dedication to become a leader in our industry. What sets us apart is our founder-led approach, fostering a close-knit and supportive culture where teamwork and fun go hand in hand. We truly value every team member's contributions and offer a range of rewards and recognition to celebrate your achievements.

What we can offer you:

Hybrid working

Yearly company bonus

£1,000 yearly personal development fund

5 'study days' a year

25 days holiday + bank holidays

'Daisy days' (extra 2 days off throughout the year)

️Holiday purchase scheme (+5 days)

Birthday bonus (after one years’ service)

Enhanced maternityLeave

Long service award (additional holiday allowance)

3 month’s sabbatical offered upon 3 years’ service

Healthcare cash plan (via. Health Shield)

Electric car lease scheme (via. salary sacrifice)

Discount on spa treatments and consumer products

???? Life assurance + pension scheme

Regular funded company events

Season ticket loan

What happens next?

1. Apply!

2. Screening call with our Talent team (30min)

3. Interview with hiring manager (1hr)

4. Practical interview (Brighton HQ 1.5 hr)

5. Meet & Greet with team (1hr)