1st line support engineer

1st line support engineer focuses on act as first point of contact for client requests via phone, email, and ticketing system.

What the role involves

• Act as first point of contact for client requests via phone, email, and ticketing system.
• Log, categorise, and prioritise tickets accurately, keeping clients updated and managing SLAs.
• Resolving common 1st line issues across macOS and Windows, including password resets, account lockouts, printer and peripheral issues, and basic application troubleshooting.
• Preparing and configure new devices.
• Assist with enrolment tasks.
• Escalate complex issues to 2nd and 3rd line with clear, well documented handovers.

Skills and requirements

• Relevant technical experience with the stack, platform, data, or support environment is important.

Confirmed role details

• 1st line support engineer (MacOS and Windows) - London (Hybrid) - £28,000 - £30,000.
• 1-2 years in a 1st line support position within Apple and Windows environments.
• Solid background in a client-facing role, ideally in a managed service provider or multi-client setting.
• Working familiarity with macOS and/or Windows 10/11.

Candidate fit

• patience, troubleshooting discipline, clear communication, and accurate ticket handling

Additional role context

• Robert Half are working with a IT consulting and managed services client on the recruitment of a talented 1st line Engineer.

Known job details

• Pay: £28,000 - £30,000