1st Line Support Engineer

Maxwell Bond; Wythenshawe; Hybrid; GBP 27,000 - 34,000; Full time

Benefits offered by this job

Annual bonus

Hybrid working

Buy & sell annual leave

Training budget

Clear progression opportunities

Job summary

Maxwell Bond is partnering with a leading UK SaaS workforce business to recruit a 1st Line Support Engineer. The role sits in a hybrid model with 2–3 days onsite in South Manchester, supporting enterprise software used by NHS, logistics, public safety and retail organisations.

You will be the first point of contact for customers, handling tickets, troubleshooting across Windows 10/11, Office 365, VPN and remote desktop, and delivering a high standard of customer service while building strong

Qualifications

• Experience in first line IT support providing helpdesk-style assistance.
• Strong communication and customer service skills required.
• Familiarity with Windows 10/11, Office 365, VPN and remote access tools.

Responsibilities

• Respond to support tickets, calls and emails from customers.
• Log, prioritise and track incidents in the ticketing system.
• Troubleshoot issues across Windows 10/11, Office 365, email, VPN and remote desktop.
• Support password resets, account access, software installation and connectivity issues.
• Keep customers updated and maintain high level of service.
• Document solutions and contribute to knowledge base.
• Escalate complex issues to relevant teams.

Skills

Customer service

Ticketing systems

Troubleshooting

Windows 10/11

Office 365

VPN

Job description

South Manchester - Hybrid (2-3 days onsite)

We're working with one of the UK's leading SaaS workforce businesses, who are continuing to invest heavily in their technology and IT teams.

They're looking for a 1st Line Support Engineer to join their support function, acting as the first point of contact for customers using their enterprise software. Their customers include organisations across the NHS, logistics, public safety and retail, meaning you'll be supporting systems that are genuinely business-critical.

This is a great opportunity for someone looking to build a long-term career in IT, with structured training, a supportive team and clear opportunities to progress into other areas of technology.

What you'll be doing:

• Responding to support tickets, calls and emails from customers
• Logging, prioritising and tracking incidents through the ticketing system
• Troubleshooting issues across Windows 10/11, Office 365, email, VPN and remote desktop
• Supporting password resets, account access, software installation and connectivity issues
• Keeping customers updated and delivering a high level of customer service
• Documenting solutions and contributing to the team's knowledge base
• Escalating more complex technical issues to the relevant teams

What's in it for you?

• Base salary of £27,000 + Annual Bonus
• Hybrid working - 2-3 days onsite in South Manchester
• Buy & sell annual leave
• Significant training and development budget
• Clear progression opportunities across IT
• Salary review within your first 12 months

With continued growth planned across the business, this is a chance to join an established technology company and develop your technical skills with a clear route to progress your IT career.

The client is looking to complete the interview process in the coming weeks – get in touch to find out more.