1st Line IT Support Engineer
Coventry
Full Time - x5 Days on site
I am recruiting for a 1st Line IT Support Engineer to join a team of 14 IT Support Engineers and you will provide hands-on, 1st Line IT support across a wide range of technologies, ensuring users at all levels of the business receive a reliable and high-quality IT service.
As a 1st Line IT Support Engineer you will need to be proactive and customer-focused providing IT Support and will join a fast-paced, project-driven organisation operating across more than 30 offices throughout the UK and ROI.
1st Line IT Support Engineer Responsibilities:
- Provide 1st technical support to users
- Take ownership of IT support tickets and incidents through to resolution
- Perform support ticket administration and maintain accurate documentation
- Carry out password resets and user account administration
- Monitor network and infrastructure systems, escalating issues where required
- Support joiner, mover, and leaver processes, including account changes and device provisioning
- Procure and manage IT equipment including laptops, desktops, and mobile devices
- Build, configure, and upgrade laptops and desktops as required
- Deploy applications and manage updates
- Perform backup and restore operations
- Deliver desktop and end‑user break/fix support
- Troubleshoot network, VPN, Microsoft Teams, and audio‑visual meeting issues
- Support Microsoft 365, Windows 10/11, Active Directory, and Exchange Online environments
- Manage incidents, service requests, and access control through the ITSM platform
- Support mobile device management (MDM/MAM) solutions
- Complete timesheets accurately to support project cost monitoring
1st Line IT Support Engineer Essential Skills:
- ITIL v4 Foundation certification
- 2+ years experience in an IT support or service desk role
- Experience of working in an ITIL based service function
- Windows 11 build, troubleshooting and configuration
- Microsoft 365 (O365) / SharePoint
- Windows Server
- Active Directory
- Exchange Online
- Basic network troubleshooting knowledge (IP subnets, DNS. Wi-Fi & VPN)
- Strong customer service skills with the ability to work under pressure
1st Line IT Support Engineer Desirable Skills:
- Exposure to Intune and mobile device management
- Experience with Wi‑Fi solutions (e.g. Cisco)
- Knowledge of Hyper‑V virtualisation
- Backup technologies such as Veeam
- Experience with monitoring tools
- Microsoft certifications
1st Line IT Support Engineer Benefits:
- Pension
- Medical Insurance
- Financial Planning Support
- Death in Service
- Medicash Healthcare Cash Plan
- Permanent Total Disability Insurance
- Enhanced Maternity/Paternity/Adoption Pay
- Company Sick Pay,
- Investment in personal and professional training
- Professional Memberships
- Health checks
- Wellbeing training and support
- Employee Assistance Program
- Flu jabs
- Eyecare and of course paid holiday.
Services advertised by Gold Group are those of an Agency and/or an Employment Business.
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