1st Line Support Engineer

Chester / Hybrid

£27,000 + Bonus + Benefits

We’re looking for a 1st Line Support Engineer to join a growing IT support team in Chester. This 1st Line Support Engineer role is ideal for someone at the early stages of their IT career who enjoys problem-solving, working with users, and building strong technical foundations.

The Role – 1st Line Support Engineer

As a 1st Line Support Engineer, you’ll be the first point of contact for technical issues, providing high-quality support to end users and ensuring issues are logged, resolved, or escalated efficiently.

Key Responsibilities

• Provide first-line technical support via phone, email, and ticketing systems as a 1st Line Support Engineer
• Log, track, and resolve support tickets in line with SLAs
• Troubleshoot hardware, software, and basic network issues
• Support Windows devices, Microsoft 365, user accounts, and permissions
• Escalate complex issues to 2nd Line / 3rd Line support where required
• Maintain accurate documentation and system records
• Deliver clear, professional customer service at all times

Skills & Experience

• Previous experience in a 1st Line Support Engineer, IT Support, or Service Desk role (or strong apprenticeship / placement experience)
• Good working knowledge of Windows OS and Microsoft 365
• Basic understanding of networking, Active Directory, and user management
• Strong communication skills and a customer-focused approach
• A desire to learn, develop, and progress beyond 1st Line Support Engineer level

What’s on Offer

• £27,000 base salary
• Annual bonus
• Benefits package
• Structured training and development
• Clear progression from 1st Line Support Engineer into 2nd Line support
• Friendly, supportive team environment

If you’re a 1st Line Support Engineer looking to build your IT career within a well-established and growing organisation in Chester, this is an excellent opportunity.