First Line Support Analyst

MCS Group; Newry; On-site; GBP 23,000 - 28,000; Full time

Job summary

MCS Group is seeking a First Line IT Support Engineer in Newry to join a permanent, full-time team. This role is ideal for a recent IT graduate or placement student looking to start a career in IT support.

You will work closely with experienced engineers, handling basic IT issues and gaining hands-on exposure to varying technologies and client environments. You will be the first point of contact for customers, resolve basic issues, and escalate complex problems to senior staff as needed.

Qualifications

• Interest in IT and building a career in technical support.
• Strong understanding of computers, Windows OS, and Microsoft apps.
• Excellent communication and customer service skills.
• Proactive attitude with good problem-solving ability and initiative.
• Ability to work in a small team and manage multiple requests.

Responsibilities

• Serve as the first point of contact for incoming IT support calls and queries.
• Log, track, and update support tickets accurately.
• Troubleshoot basic hardware, software and user access issues.
• Assist with Microsoft 365, SharePoint and password resets.
• Escalate complex issues to senior engineers when needed.
• Help set up and maintain IT equipment.
• Shadow senior engineers to learn networking, servers and IT infrastructure.
• Deliver excellent customer service and build client relationships.

Skills

Customer service

Communication

Willingness to learn

Problem solving

Education

IT-related qualification or degree

Job description

First Line IT Support Engineer

Salary: Up to £25,000
Location: Newry, 5 days per week on site
Job Type: Permanent, Full-Time

IT Managed Service Provider seeking a First Line IT Support Engineer to join their team.

This is an excellent opportunity for a recent IT graduate, someone with placement experience, or an individual looking to kick-start their career in IT support.

You’ll join a close-knit team of experienced engineers, gaining hands‑on exposure to a variety of technologies and client environments while developing your technical skills.

The Role

As a First Line IT Support Engineer, you’ll be the first point of contact for customers requiring technical assistance. You’ll handle incoming support queries, troubleshoot basic IT issues and work closely with senior engineers to ensure customers receive an excellent service.

Key Responsibilities:

• Act as the first point of contact for incoming IT support calls and queries.

• Log, manage and update support tickets, ensuring issues are accurately recorded.

• Troubleshoot basic hardware, software and user access issues.

• Support users with Microsoft 365, SharePoint and password resets.

• Escalate more complex technical issues to senior engineers when required.

• Assist with the setup, configuration and maintenance of IT equipment.

• Shadow experienced engineers to develop knowledge across networking, servers and IT infrastructure.

• Deliver excellent customer service and build positive relationships with clients.

The Person

We’re looking for someone with a genuine passion for IT, strong communication skills and a willingness to learn.

Essential Criteria:

• A genuine interest in IT and technology, with a desire to develop a career in technical support.

• Good understanding of computers, Windows operating systems and Microsoft applications.

• Strong communication and customer service skills.

• A proactive attitude, good problem‑solving ability and willingness to take initiative.

• Ability to work effectively within a small team and manage multiple support requests.

Desirable Criteria:

• IT-related qualification, degree or relevant placement experience.

• Previous experience in a helpdesk, IT support or customer-facing role.

• Basic knowledge of Microsoft 365, SharePoint, networking or Windows Server.

• Experience troubleshooting hardware or software issues.

What's on Offer?

• Salary up to £25,000, depending on experience.

• Excellent opportunity to start and develop your IT career.

• Hands‑on training and mentoring from experienced senior engineers.

• Exposure to a wide range of technologies and customer environments.

• Opportunity to progress into more advanced IT infrastructure and engineering responsibilities.

• Friendly, supportive team environment with genuine opportunities to learn.