1st Line IT Support Engineer

1st Line Support Engineer

Morris Sinclair is recruiting on behalf of a growing IT services provider for a friendly and motivated 1st Line Support Engineer to join their support team in Edinburgh.

This is an excellent opportunity for someone with previous service desk experience who is looking to further develop their technical skills within a supportive and fast-paced environment. The successful candidate will gain exposure to a broad range of technologies while working with a varied client base across the UK.

The client is looking for someone with strong communication skills, a proactive attitude, and a solid technical foundation. Ongoing training and development will be provided.

The Role

You will be responsible for providing first-line technical support to customers, assisting with day-to-day IT issues and ensuring support requests are handled efficiently and professionally.

Support requests will come through via phone, email, and ticketing systems, and you will be expected to manage and prioritise your workload effectively while delivering a high level of customer service.

This role would suit someone who enjoys troubleshooting technical issues, working collaboratively within a team, and building strong relationships with users.

Key Responsibilities

• Act as the first point of contact for IT support queries
• Log, manage, and update support tickets through the ticketing system
• Troubleshoot issues relating to desktops, laptops, Microsoft 365, printers, networking, and user accounts
• Provide regular updates to customers regarding ticket progress
• Escalate more complex technical issues where required
• Work closely with colleagues to maintain service levels and response times
• Assist with maintaining internal technical documentation
• Identify recurring technical issues and highlight potential improvements

Skills & Experience Required

• Minimum 2 years experience within an IT support or service desk environment
• Strong customer service and communication skills
• Professional and confident telephone manner
• Good troubleshooting and analytical skills
• Strong organisational and time management abilities
• Ability to manage multiple support requests simultaneously
• Positive, team-oriented approach
• Willingness to learn and develop new technical skills

Technical Experience

Candidates should have experience supporting most of the following:

• Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• SharePoint
• VoIP systems
• Mobile device setup and support
• Basic networking
• macOS
• Printers and desktop hardware

Exposure to server, virtualisation, or infrastructure technologies would be beneficial but is not essential.

What s on Offer

• Supportive and collaborative working environment
• Ongoing training and development
• Exposure to a wide range of technologies and client environments
• Career progression opportunities
• Competitive benefits package

Job Details

• Permanent, full-time position
• Based in Edinburgh (office-based role)
• Monday to Friday

Benefits

• Company pension
• Company events
• Free on-site parking
• Sick pay

Requirements

• Ability to commute to Edinburgh or relocate before starting
• Minimum 2 years technical support experience
• Minimum 2 years customer service experience
• Full UK driving licence essential

Candidates with strong service desk experience and the right attitude are encouraged to apply, even if they do not meet every technical requirement listed above.