Dynamic 1st Line IT Support Engineer — Hybrid (Gloucester)

Experis; Gloucester; Hybrid; GBP 22,000 - 30,000; Full time

Benefits offered by this job

Hybrid work model

Gloucester office presence

Job summary

Experis is seeking an IT Support Engineer (1st Line) in Gloucester to deliver high-quality remote support to a broad client base. You will take ownership of incidents from initial contact to resolution and help move the service desk toward proactive problem management.

The role offers hybrid working with two days in the Gloucester office and opportunities to progress into 2nd/3rd line, Cyber Security, AI & Automation, and project delivery within a growing team.

Qualifications

• Experience supporting Windows desktop environments.
• Experience supporting Apple/macOS desktop environments would be beneficial.
• Microsoft 365 administration and troubleshooting experience, including Exchange Online
• Basic networking knowledge (LAN, WAN, wireless, firewall concepts)
• Experience using ticketing systems or PSA tools
• Strong written and verbal communication skills
• A logical, structured approach to troubleshooting
• Previous 1st Line Technical support experience

Responsibilities

• Providing professional, first-line remote support across a broad client base
• Taking ownership of tickets from logging through to resolution, keeping users informed throughout
• Triaging, categorising and prioritising tickets based on impact, urgency and SLA requirements
• Investigating and resolving desktop, Microsoft 365, connectivity, access and device related issues
• Applying a logical, structured troubleshooting approach and escalating appropriately when needed
• Identifying recurring issues and contributing ideas to proactive problem management
• Creating and maintaining knowledge base articles to improve first-time fix rates
• Building strong working relationships with client contacts and internal teams

Skills

Windows support

macOS support

Microsoft 365

Networking basics

Ticketing systems

Communication skills

Troubleshooting

1st line support

Tools

Exchange Online

Job description

Experis is seeking an IT Support Engineer (1st Line) in Gloucester to deliver high-quality remote support to a broad client base. You will take ownership of incidents from initial contact to resolution and help move the service desk toward proactive problem management.

The role offers hybrid working with two days in the Gloucester office and opportunities to progress into 2nd/3rd line, Cyber Security, AI & Automation, and project delivery within a growing team.