1st Line Support Engineer

Description

1st Line Support

Edinburgh

30,000

Hybrid

We’re offering a fantastic opportunity to join our Edinburgh-based team, working closely with a wider remote IT team for a national technology company, where you'll continue to handle first-line responsibilities while gaining hands-on second-line experience and training on the job.

This hybrid role is perfect for someone who thrives on solving problems, loves learning new tech, and is ready to grow into a more advanced support position.

What you’ll be doing

* Acting as the first point of contact for IT support issues, via phone, email, and service desk system

* Troubleshooting and resolving a wide range of first-line technical issues related to hardware, software, applications, printers, mobile devices, and user access

* Escalating more complex issues appropriately while working alongside the wider team to build your knowledge and skills

* Taking ownership of tickets from logging through to resolution or escalation, ensuring a timely and professional service

* Assisting in configuring and deploying laptops, desktops, and mobile devices for new starters and existing employees

* Supporting basic administration of Microsoft 365, Active Directory, and other enterprise tools

* Documenting resolutions and contributing to an evolving internal knowledge base

* Collaborating with the wider remote IT team to ensure consistent service delivery across the organisation

* Identifying recurring issues and contributing ideas to improve efficiency and reduce incident volume

What we’re looking for

* Experience in a first-line support role with strong troubleshooting skills

* A customer-focused mindset and excellent communication skills

* A keen interest in expanding your technical knowledge and progressing to second-line support

* Ability to work independently and as part of a collaborative, distributed team

* Comfortable working in a hybrid environment, with regular office presence in Edinburgh

What’s in it for you

* Opportunities to progress and grow your career

* 23 days holiday plus bank holidays, rising to 28 days after 5 years

* Stakeholder pension scheme & death in service benefit.

* Agile Perks reward platform offering discounts and great deals

* Healthcare cash plan covering everyday expenses such as opticians, dentist etc.

* Cycle to work scheme

* Volunteer Days

* Referral bonuses if you nominate a friend or a new customer

* Employee Assistance Programme – free advice on relationships, mental health and financial planning and more.

* Enhanced Maternity and Paternity schem

Ad ID: 5416993897