1st Line Support Engineer

1st Line Support Engineer Job Description Template

Our company is looking for a 1st Line Support Engineer to join our team.


  • Have the ability to understand and know the client’s values and visions;
  • Escalate support incidents to 2nd and 3rd Line Engineers within any agreed timescales to meet SLAs;
  • Pro-actively communicate issues with the client and team members;
  • Document systems and procedures for and on behalf of our clients;
  • To assist the team with the administration of the network and the services it provides so that an agreed level of performance is maintained;
  • To manage calls according to the agreed process, escalating as appropriate;
  • Assist in maintaining Internet service and telephone systems;
  • To set-up college staff on all technical supplied resources;
  • To provide 1st line technical support; answering support queries via phone and email;
  • To co-ordinate the team activities to ensure easy and efficient service is maintained;
  • To understand and confidently interact with suppliers for core products;
  • Remotely diagnose and rectify faults;
  • Perform troubleshooting to diagnose and resolve problems;
  • To diagnose, log, action and follow through to resolution all faults, including escalations whilst keeping the customer informed of progress;
  • Set up workstations with computers and necessary peripheral devices (routers, printers etc).


  • Active Directory;
  • Basic networking experience;
  • Familiar with IT Glue;
  • At least 1 years’ experience in an IT support/1st Line support position;
  • Basic knowledge of ITIL;
  • Good time management and prioritisation skills;
  • Keen to learn;
  • Windows Server 2008/2012;
  • Excellent understanding of networking fundamentals;
  • Highly organised and focused in delivering a fast and high-quality support service;
  • Good written and verbal communication skills;
  • Knowledge of patch management desirable;
  • Any knowledge and experience of Windows Servers 2008/2012/2016 would be highly desirable but is not essential as training will be provided;
  • Group Polices;
  • Experience with printer management.