1st Line IT Support Engineer
Posted 4 days ago by Premier Group
£20 Per hour
Outside
Hybrid
Brighton, England, United Kingdom
Summary: The role of First Line Support Engineer involves providing customer-focused IT support as the initial point of contact for technical issues. The position requires strong communication and problem-solving skills to efficiently resolve incidents and deliver high-quality service. The engineer will support various IT systems and applications while adhering to established policies and procedures. This contract role is based in Brighton and offers a hybrid working arrangement.
Key Responsibilities:
- Act as the first point of contact for IT queries via phone, email, and ticketing system.
- Diagnose and resolve basic hardware, software, and network issues.
- Log, track, and prioritise incidents in the service desk system, escalating where necessary.
- Provide support for Microsoft Windows, Office 365, and other common business applications.
- Support end-user devices including desktops, laptops, printers, and mobile devices.
- Deliver excellent customer service, ensuring timely updates and communication.
- Follow IT policies, procedures, and escalation processes.
Key Skills:
- Previous experience in a First Line / Service Desk / IT Support role.
- Good knowledge of Windows OS, Office 365, Active Directory, and basic networking.
- Experience with ticketing/helpdesk systems (e.g., ServiceNow, Jira, Zendesk).
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage multiple priorities.
- ITIL awareness or certification (nice to have).
- Experience supporting remote users and hybrid environments (nice to have).
- Basic knowledge of cloud platforms (Azure, M365) (nice to have).
Salary (Rate): £160.00 daily
City: Brighton
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Location: Brighton Contract Type: 6 month+ Start Date: ASAP
About the Role
We are seeking a motivated and customer-focused First Line Support Engineer to join our clients IT Service Desk on a contract basis. You will be the first point of contact for all technical issues, providing excellent customer service and resolving incidents efficiently. This role is ideal for someone with strong communication skills, a problem-solving mindset, and a passion for delivering high-quality IT support.
Key Responsibilities
- Act as the first point of contact for IT queries via phone, email, and ticketing system.
- Diagnose and resolve basic hardware, software, and network issues.
- Log, track, and prioritise incidents in the service desk system, escalating where necessary.
- Provide support for Microsoft Windows, Office 365, and other common business applications.
- Support end-user devices including desktops, laptops, printers, and mobile devices.
- Deliver excellent customer service, ensuring timely updates and communication.
- Follow IT policies, procedures, and escalation processes.
Skills & Experience
- Previous experience in a First Line / Service Desk / IT Support role.
- Good knowledge of Windows OS, Office 365, Active Directory, and basic networking.
- Experience with ticketing/helpdesk systems (e.g., ServiceNow, Jira, Zendesk).
- Strong troubleshooting and problem-solving skills.
- Excellent verbal and written communication skills.
- Ability to work under pressure and manage multiple priorities.
- Nice to Have ITIL awareness or certification.
- Experience supporting remote users and hybrid environments.
- Basic knowledge of cloud platforms (Azure, M365).
Contract Details
Rate: £140-160 a day
Location: Hybrid (1-2 days on site)
IR35 Status: Outside IR35