1st Line IT Support Engineer

About the role

The 1st Line IT Support Engineer provides first‑line technical assistance to staff across Shepherds Friendly, ensuring prompt resolution of incidents and queries. The role also supports daily IT operations, user administration and contributes to secure, reliable technology services.

Key responsibilities

• Deliver first‑line support via phone, email and ticketing systems, logging and prioritising requests.
• Configure, install and maintain user devices, laptops and peripheral equipment.
• Create and manage user, email and security accounts in Active Directory, Exchange and Azure.
• Maintain access permissions, security settings and support the hosted desktop environment.
• Assist with updates, changes and routine maintenance of IT infrastructure and network components.
• Document support activities, system configurations and contribute to asset management.

Required profile

• Knowledge of IT hardware, software and Windows operating systems.
• Familiarity with Microsoft 365 and IT support tools (ITSM, ITAM).
• Ability to troubleshoot common technical issues and prioritize workload effectively.
• Understanding of user account management in Active Directory and Exchange.
• Basic awareness of cyber‑security best practices.

Required skills

• Windows OS
• Microsoft 365
• Active Directory
• Exchange
• Azure cloud services
• ITSM and ITAM tools
• SQL basics
• Cyber security fundamentals

What we offer

• Salary £25,000‑£27,000 per year, DOE.
• 8% employer pension contribution.
• Hybrid working with flexible hours.
• 25 days annual leave plus bank holidays and a birthday day off.
• Wellbeing support via Nuffield Health, 24/7 online GP, gym discounts and mental‑health resources.
• Life insurance, healthcare cash plan and four paid well‑being days.
• Cycle‑to‑work scheme, holiday trading and a 4 pm finish on Fridays.