1st Line IT Engineer
Location: CB10 2NL (Saffron Walden), with regular travel to client sites, predominantly in London
Job Type: Full-time, Permanent
Overview
We are looking for a hands-on 1st Line IT Engineer to join our team, splitting time between office-based helpdesk support and on-site client work. This is a front-line role and you will be the first point of contact for our clients, resolving the majority of issues yourself and escalating the rest to our senior engineers.
You will work across a mixed technology stack including Microsoft 365, UniFi networking and Cisco Webex, supporting SMEs with day-to-day IT, troubleshooting, device setup and site visits. We are less interested in someone who knows every product on our stack today and more interested in someone who picks things up quickly, communicates well with clients and enjoys working across different technologies.
Key Responsibilities
- Act as first point of contact for incoming tickets, calls and emails
- Triage, prioritise and resolve 1st line issues, escalating where needed
- Day-to-day Microsoft 365 administration including users, licences, mailboxes and permissions
- Password resets, MFA support and general account administration
- Build, configure and deploy laptops, desktops and mobile devices
- Basic UniFi network troubleshooting such as access points, switch ports and connectivity issues
- Support Cisco Webex users with calling, meetings and desk devices
- Attend client sites for installations, device swaps and hands-on support
- Respond to monitoring alerts and carry out routine checks
- Keep tickets, asset records and documentation accurate and up to date
- Assist senior engineers on migrations, onboarding and infrastructure projects
Required Skills and Experience
- Experience in an IT support, helpdesk or MSP environment, or a strong IT qualification with a genuine hands-on interest
- Familiarity with Microsoft 365 from a user or administration perspective
- Windows desktop support and basic hardware troubleshooting
- Understanding of networking basics such as IP addressing, DHCP, DNS and Wi-Fi
- Clear, patient communication and a helpful manner with non-technical users
- Well organised, with the discipline to log and update tickets properly
- Full UK driving licence
Desirable Technical Exposure
Any of the following would be an advantage, and we will support you in developing the rest:
- Microsoft 365 administration including Exchange Online, SharePoint, OneDrive, Teams and Entra ID
- Ubiquiti UniFi (network, protect, access)
- Cisco Webex or other unified comms and VoIP platforms
- Microsoft Intune and endpoint management
- VLANs, firewalls and VPNs
- Backup, monitoring and RMM tooling
- Structured cabling, AV and general on-site installation work
Certifications
No specific certification is required for this role. Any IT certifications are advantageous, whether vendor based such as Microsoft, Ubiquiti or Cisco, or vendor neutral such as CompTIA. Relevant hands-on experience counts just as much, and we will fund and support further certification once you are with us.
Personal Attributes
- Strong written and verbal communication
- Calm and methodical when dealing with users under pressure
- Organised and able to juggle helpdesk tickets alongside scheduled site work
- Proactive and willing to learn
- Works well independently and as part of a team
- Genuinely happy to be hands-on, whether that is at a desk or up a ladder
Day-to-Day
- Answering and resolving helpdesk tickets and calls
- Remote support sessions with users
- Microsoft 365 user and licence administration
- Device builds, deployments and collections
- Basic UniFi and network troubleshooting
- Webex and comms support
- On-site client visits
- Assisting with onboarding and migration projects
Growth and Progression
This is a role you can grow from. As your experience builds you will take on more 2nd line work, then project delivery, with the aim of progressing into a project-focused engineer position owning migrations and client onboarding. Training, certification and mentoring from senior engineers are all part of the package.
Benefits
- 28 days holiday including bank holidays, increasing with length of service
- Team days out and social events
- Employee discount scheme
- Discretionary bonuses
- Ongoing training and certification support
- Exposure to a wide range of technologies
- On-site parking
- Company pension
Job Type: Full-time
Pay: £28,000.00-£32,000.00 per year
Willingness to travel:
Work Location: Hybrid remote in Saffron Walden CB10 2NL
