1st Line IT Support Engineer providing hands-on support across tickets, user accounts, devices and everyday IT issues in a London office.

1st Line IT Support Engineer
 
Location: London – Hybrid Working
Salary: Up to £35,000 + 20%
Benefits: 25 days’ holiday, private healthcare, pension, share plan and more
 
Our client, a growing IT, connectivity and cybersecurity services organisation, is hiring a 1st Line IT Support Engineer to provide hands-on support to users within a London-based client environment.
 
You’ll join a small on-site team, helping keep users connected and productive by resolving everyday IT issues, managing service desk requests and supporting devices, accounts and equipment.
 
This is a strong opportunity for someone at the beginning of their IT career who wants to build practical technical experience with support from experienced engineers.
 
What you’ll do

• Respond to and resolve 1st line support tickets, including account lockouts, group membership changes and routine access requests.
• Triage incoming service desk tickets, capturing accurate information and prioritising or escalating issues appropriately.
• Monitor the service desk queue, follow up on outstanding requests and keep users informed of progress.
• Support straightforward device, application and user account issues.
• Assist with joiner, mover and leaver processes using established identity and access management procedures.
• Coordinate IT equipment shipments and returns, including dispatch, delivery tracking and record keeping.
• Document common issues and resolutions while identifying recurring problems or process improvements.

You’ll work closely with experienced support engineers and the wider IT team, escalating more complex incidents when required while continuing to develop your technical knowledge.
 
What we’re looking for

• A recent graduate, apprentice or IT professional with up to 1-2 years’ support experience.
• A genuine interest in IT support and developing your technical skills.
• Confidence helping users with everyday IT, device and account issues.
• Strong organisation skills with the ability to manage and prioritise a queue of support requests.
• Clear and patient communication skills, both written and face-to-face.
• Good attention to detail when managing user access, equipment and support records.
• An understanding of when to troubleshoot independently and when to escalate.

Experience with ticketing systems, identity management platforms, Google Workspace or macOS support would be useful but isn’t essential. Advanced administration experience isn’t required.
 
The ideal candidate will be approachable, organised and keen to learn, with a strong customer-service mindset and an interest in building a career within IT support.
 
Why join?

• 25 days’ annual leave, increasing with service, plus bank holidays.
• Bonus scheme and employee share plan.
• Company pension scheme.
• Private healthcare, life assurance and income protection.
• Mental health and wellbeing support.
• Cycle-to-work scheme and discounted gym membership.
• Travel loan and additional financial wellbeing support.
• The opportunity to develop your technical skills alongside experienced IT professionals.

Our client is committed to creating an inclusive working environment where people are treated fairly and with respect.
 
Apply now to take the next step in your IT support career and build hands-on experience within a growing technical environment.