Nottingham 1st Line IT Support Engineer

Air It; Nottingham; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

25 days annual leave + 1 celebration?

Annual Leave Purchase Scheme

Paid Volunteering Days

Enhanced Family Leave

Virtual GP

EAP

Eye care vouchers

Group Life Assurance & Income Protect.

Reward Gateway discounts

Stakeholder Pension

Recognition Platform

Mortgage Advice Services

EV Car Scheme

Cycle to Work

Technology Vouchers

Job summary

Air IT Group is seeking a 1st Line Service Desk Engineer to join our Nottingham team, acting as the first point of contact for customers and delivering frontline IT support.

You’ll triage incidents, provide first‑line resolution on common issues and keep users informed throughout the process, including Microsoft 365 tasks. This on‑site role offers a collaborative culture and clear development paths.

Qualifications

• Experience in a service desk, IT support, or helpdesk environment.
• Troubleshooting common workplace tech (Windows, apps, email, collaboration tools).
• Working understanding of Microsoft 365.
• Good communication skills—especially with frustrated users.
• Methodical problem-solving with attention to documenting and escalating issues.
• Customer-first attitude and genuine interest in tech and continuous improvement.

Responsibilities

• Be the first point of contact, logging and managing tickets end-to-end.
• Triage incidents and service requests, capture information and categorize problems.
• Provide first-line diagnosis and resolution for common IT issues (desktop/laptop, connectivity, account access, software).
• Escalate complex cases to 2nd line with clear notes and evidence.
• Follow documentation and SOPs to deliver consistent outcomes.
• Proactively communicate with users, updating on progress and next steps.
• Identify trends and repeat issues to improve service quality.
• Maintain accurate ticket documentation and capture knowledge for future resolution.

Skills

Service desk experience

Troubleshooting

Microsoft 365

Communication skills

Attention to detail

Customer focus

Tools

Microsoft 365

Job description

Air IT Group is seeking a 1st Line Service Desk Engineer to join our Nottingham team, acting as the first point of contact for customers and delivering frontline IT support.

You’ll triage incidents, provide first‑line resolution on common issues and keep users informed throughout the process, including Microsoft 365 tasks. This on‑site role offers a collaborative culture and clear development paths.