Remote 1st Line IT Support Engineer

Nine Twenty; Bellshill; On-site; GBP 23,000 - 28,000; Full time

Job summary

Nine Twenty is seeking a 1st Line Support Engineer to join their IT team. This is a remote position (UK) and a full-time role, acting as the first point of contact for all IT queries and ensuring timely resolution within SLAs.

As part of the responsibilities you will log, triage and resolve tickets, administer user accounts, help set up and configure devices, and keep users updated throughout each ticket lifecycle. You’ll also contribute to building a knowledge base for the wider team.

Qualifications

• Experience in 1st line support, service desk or IT helpdesk.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Understanding of basic networking concepts.
• Excellent communication and customer service skills.
• Ability to work effectively in a remote environment.

Responsibilities

• Act as the first point of contact for IT queries, logging, triaging and resolving tickets.
• Escalate complex issues to the 2nd line team and ensure SLAs are met.
• Administer user accounts and assist with device setup and configuration.
• Maintain timely updates to users throughout ticket lifecycle.
• Document fixes and processes to grow the knowledge base.

Skills

Windows 10/11

Microsoft 365

Networking basics

Communication skills

Customer service

Remote work

Tools

Active Directory

Microsoft Entra ID

Job description

Nine Twenty is seeking a 1st Line Support Engineer to join their IT team. This is a remote position (UK) and a full-time role, acting as the first point of contact for all IT queries and ensuring timely resolution within SLAs.

As part of the responsibilities you will log, triage and resolve tickets, administer user accounts, help set up and configure devices, and keep users updated throughout each ticket lifecycle. You’ll also contribute to building a knowledge base for the wider team.