1st Line IT Support Engineer

Onsite - Monday - Friday

Career Progression

Competitive Benefits

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.