1st Line Support Engineer

Working Solutions Recruitment; Leeds; On-site; GBP 25,000 - 28,000; Full time

Job summary

An IT recruitment agency in Leeds is looking for a motivated 1st Line IT Support Engineer to provide essential technical support for a growing team. The successful candidate will assist clients by resolving incidents, managing ticket queues, and troubleshooting various hardware and software issues. This role offers a chance to develop skills in technologies like Microsoft 365 and Active Directory while contributing to client onboarding. Ideal for someone early in their IT career, the position promises considerable growth opportunities.

Qualifications

• Minimum 1 year experience in an IT Support or Service Desk role
• Ability to troubleshoot common client-side applications like Microsoft Office
• Strong problem-solving ability with a willingness to learn and develop

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
• Assist in maintaining accurate client documentation and asset records
• Support client onboarding, device setup, and user configuration for Windows & macOS
• Participate in small-scale project work, including installations and upgrades

Skills

Windows 10 / 11

macOS

LAN / WAN / Wi-Fi networking

Active Directory

Microsoft 365

Google Workspace

PC builds and hardware setup

TCP / IP fundamentals

Microsoft Office troubleshooting

Problem-solving

Excellent communication skills

Customer-focused attitude

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 strong communication with end‑users
• Gain exposure to technologies such as Exchange, Active Directory, Azure, cloud storage, VoIP and disaster recovery
• Participate in small‑scale project work, including installations, upgrades and system improvements

Skills & Experience Required

Minimum 1 year experience in an IT Support or Service Desk role

• Working knowledge of Windows 10 / 11 and macOS
• Basic understanding of LAN / WAN / Wi‑Fi networking and troubleshooting
• Familiarity with Active Directory, user account management, password resets and permissions
• Experience with Microsoft 365 and / or Google Workspace
• Understanding of PC builds, hardware setup and TCP / IP fundamentals
• Ability to troubleshoot common client‑side applications such as Microsoft Office
• Strong problem‑solving ability with a willingness to learn and develop
• Excellent communication skills and confidence when speaking to users at all levels
• A proactive, customer‑focused attitude

Please click ‘APPLY NOW’ or call the WSR Team on (phone number removed) for more information.

We appreciate the time and effort invested in your application. While we aim to respond to all applicants promptly, if you do not hear from us within 10 days, please assume you have not been successful on this occasion. We will, however, keep your CV on file for future opportunities.