James Adams
First Line Support
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James Adams are looking for a proactive and customer-focused 1st Line Support Engineer to join our client's IT team. This is a varied role with a particular focus on supporting a programme of laptop rollouts and end-user device deployments, while also providing day-to-day IT support across the wider business.
You will be the first point of contact for users experiencing technical issues and will have the opportunity to work across a broad range of technologies, including Microsoft 365, SCCM, networking, collaboration platforms, and telephony systems.
The Role
As a 1st Line Support Engineer, your responsibilities will include:
- Providing 1st line technical support to end users via phone, email, and in person.
- Supporting the rollout, configuration, and deployment of laptops and other end-user devices.
- Building and deploying devices using SCCM.
- Supporting users across the Microsoft 365 / Office 365 suite, including Outlook, Teams, OneDrive, and SharePoint.
- Assisting with user account administration, access permissions, and general Microsoft 365 troubleshooting.
- Supporting user onboarding, including hardware setup, account configuration, and access requests.
- Troubleshooting hardware, software, and general IT issues.
- Assisting with WatchGuard firewall administration and basic network troubleshooting.
- Providing support for SharePoint and collaboration platforms.
- Supporting and troubleshooting VoIP and telephony systems.
- Logging, managing, and resolving support tickets within agreed service levels.
- Escalating more complex issues to senior members of the IT team where required.
- Maintaining accurate documentation of systems, processes, and technical issues.
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What We're Looking For
We are looking for someone with a strong foundation in IT support and a genuine interest in developing their technical skills. You should have:
- Previous experience in a 1st Line Support, IT Support, or Service Desk role.
- Good hands-on experience supporting Microsoft 365 / Office 365 environments.
- Experience supporting applications including Outlook, Teams, OneDrive, and SharePoint.
- Experience supporting user accounts, access permissions, and general Microsoft 365 issues.
- Experience with SCCM, particularly around device builds, deployments, and laptop rollouts.
- Strong Windows desktop support and hardware troubleshooting experience.
- A good understanding of basic networking concepts and troubleshooting.
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Experience with the following would also be highly desirable:
- Microsoft Autopilot or modern device management.
- WatchGuard firewalls or similar firewall technologies.
- SharePoint administration or support.
- VoIP or IP telephony systems.
The Person
You will be:
- Customer-focused with excellent communication skills.
- Comfortable supporting users with varying levels of technical knowledge.
- Organised and able to manage multiple support requests.
- A proactive problem solver with a willingness to learn.
- Comfortable working independently while also being an effective member of a wider IT team.
This is an excellent opportunity for an IT Support professional looking to develop their experience across a broad range of technologies while playing a key role in an important device rollout programme.
Details:
- Title: 1st Line Support Engineer
- Location: West Oxfordshire
- Salary: Competitive
- Type: 1 Year Fixed Term Contract
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