1st Line Support Engineer

Overview

The purpose of the role:
To provide responsive and high‑quality first‑line IT support to all staff across Salocin Group, ensuring technical issues are resolved efficiently and in line with SLA commitments. The role focuses on access management and Microsoft 365 administration, operating within an ITIL service‑management framework, and contributes to the broader IT team’s goal of delivering a reliable, secure, and well‑managed IT environment.

• Act as the first point of contact for all IT support requests received via the service desk, Microsoft Teams, and in person
• Manage user access across Microsoft 365 and connected platforms, including provisioning and revoking permissions for SharePoint, Teams channels, Azure Dev Ops, and third‑party applications
• Triage, diagnose, and resolve technical issues raised by staff, escalating to the Technical Lead or IT Manager where appropriate
• Process and action onboarding and off‑boarding requests, including account provisioning, licence assignment, and device setup
• Triage automated monitoring alerts from Azure Monitor and Microsoft Defender for Endpoint, identifying and escalating genuine incidents
• Configure, deploy, maintain, and replace end‑user hardware and peripherals
• Perform software deployment, updates, and licence management
• Maintain and update the IT asset register
• Adhere to SLA targets and maintain accurate ticket records in the service desk platform
• Provide remote support and troubleshooting for end‑user devices, applications, and peripherals
• Provide guidance and training to staff on IT systems and processes
• Work alongside the AI‑assisted triage system in Jira, handling escalated tickets that require human judgement and providing feedback to improve triage accuracy over time
• Assist with small to medium IT projects as directed by the IT Manager
• Identify and flag potential automation or AI opportunities observed across business teams to the IT Manager for review and prioritisation

• Passionate about technology and delivering excellent customer service
• Strong written and verbal communication skills
• Working knowledge of the Microsoft 365 Suite including Teams, SharePoint, and Exchange Online
• Excellent attention to detail
• Strong organisational and time‑management skills, with the ability to manage a high volume of concurrent requests
• Proactive attitude with a commitment to continuous learning
• Methodical and logical approach to problem solving
• Awareness of information security best practices

• Demonstrable IT support experience in a professional environment
• Demonstrable knowledge of the OSI model and networking fundamentals
• Experience with ITIL‑aligned service desk processes
• Familiarity with Azure Active Directory / Entra  endpoint management
• Experience triaging or working with automated monitoring alerts (e.g. Azure Monitor, Microsoft Defender for Endpoint)
• Curiosity about AI tools and workflow automation, with an interest in how technology can reduce manual effort across a business

Our benefits include enhanced employer pension contributions, life assurance, wellness reward programmes, critical illness cover, private healthcare and many others. We embrace an environment that is fun, supportive and nurtures curiosity, and provide a hybrid flexible working environment for our people.

We’re inclusive and actively celebrate diversity, so welcome all applications regardless of age, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief, marriage and civil partnerships or disability (please let us know if you require assistance at any stage to accommodate your needs by dropping an email to  ).