1st Line Support Engineer

1st Line Support Engineer

Sue Ross Recruitment are working on behalf of our client, a highly respected provider of commercial services including electrical, mechanical, data & IT solutions, to recruit a 1st Line Support Engineer on a permanent basis.

The key function of the 1st Line Support Engineer is to provide first-line technical support across server infrastructure and end-user devices in a hybrid IT environment. This role focuses on user support, device and server monitoring, patching, and basic systems administration, ensuring reliable and secure day-to-day IT operations.

End-User Support

• Provide first-line support for desktops, laptops, mobile devices, printers, and peripherals
• Troubleshoot hardware, software, and basic network connectivity issues
• Support Windows and/or macOS operating systems and common business applications
• Assist users with account access, password resets, and basic security practices

Server & Infrastructure Support

• Monitor on-premises and cloud-based servers for availability and performance
• Assist with basic server administration tasks (user accounts, permissions, services)
• Escalate complex server or infrastructure issues to senior support as required Patching & Systems Management
• Perform routine patching and updates for servers and end-user devices
• Assist with endpoint management tools (e.g., MDM, RMM, or device management platforms)
• Verify patch compliance and report issues or failures Hybrid Environment Support
• Support systems in a hybrid environment (on-premises and cloud-based platforms)
• Assist with Microsoft 365, Active Directory, Azure AD/Entra , or similar services
• Help maintain secure access to systems for remote and on-site users Documentation & Process
• Log incidents, requests, and resolutions accurately in the ticketing system
• Follow standard operating procedures and contribute to IT documentation
• Communicate clearly with users regarding issue status and resolution

• 1 2 years of experience in an IT support or service desk role
• Basic understanding of:
• Windows operating systems (Windows 10/11, Windows Server fundamentals)
• End-user hardware troubleshooting
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Familiarity with patching and endpoint management concepts
• Ability to prioritise tasks and work within a ticket-based environment

• Experience supporting a hybrid IT environment (on-prem + cloud)
• Exposure to Microsoft 365, Active Directory, and Azure/Entra
• Familiarity with endpoint management or patching tools
• Entry-level certifications (e.g., CompTIA A+, Network+, Microsoft Fundamentals)