1st Line Support Engineer

WSR (Working Solutions Recruitment Services); Leeds; On-site; GBP 25,000 - 28,000; Full time

Job summary

A recruitment services company is seeking a motivated 1st Line IT Support Engineer to join their client's growing team in Leeds. This permanent role offers a salary of £25K – £28K and is perfect for someone early in their IT career. The successful candidate will provide Tier 1 support to users, manage support tickets, and assist with device setups on Windows and macOS. You will also have exposure to troubleshooting software issues and support for Microsoft 365 and Google Workspace.

Qualifications

• At least 1 year of hands-on IT support experience required.
• Familiarity with remote support tools and processes.

Responsibilities

• Provide professional Tier 1 support to end-users via remote tools, phone and email.
• Log, triage, and resolve incidents & service requests within SLA timeframes.
• Manage and update ticket queues with clear documentation.

Skills

Problem-solving

User support

Technical communication

Tools

Microsoft 365

Google Workspace

Windows

macOS

Job description

1st Line IT Support Engineer – Leeds

Salary : £25K – £28K Role Type : Permanent

WSR are seeking a motivated 1st Line IT Support Engineer with at least 1 year of hands‑on IT support experience to join our MSP client’s growing team in Leeds. This is an excellent opportunity for someone early in their IT career who is ready to develop their technical skills.

If you enjoy solving problems, supporting users, and learning new technologies every day, this role will give you the perfect platform to grow.

Key Responsibilities

Provide professional Tier 1 support to end‑users via remote tools, phone and email, with opportunities to assist on 2nd Line tasks

• Log, triage and resolve incidents & service requests within SLA timeframes
• Manage and update ticket queues, ensuring clear documentation of troubleshooting steps and progress
• Support client onboarding, device setup and user configuration (Windows & macOS)
• Assist in maintaining accurate client documentation and asset records
• Help create and update internal knowledge base articles for both users and colleagues
• Provide basic support for Microsoft 365, Google Workspace, VPN access, printers, and network devices
• Troubleshoot hardware and software issues across desktops, laptops, and mobile devices
• Escalate complex issues to senior engineers while maintaining stro...