First Line IT Support Engineer (Trainee)

About the role

We are looking for a motivated Trainee IT Support Engineer to join our busy Service Desk team. You will be the first point of contact for users across multiple businesses, handling a high volume of support requests and ensuring timely, friendly service.

Key responsibilities

• Manage first‑line support queues: log, categorize, prioritize and assign tickets.
• Provide first‑contact assistance via email, phone, chat or video, aiming for quick resolution.
• Triage tickets, resolve straightforward issues and escalate complex cases to 2nd/3rd line teams.
• Maintain ownership of tickets with regular updates and ensure SLA compliance.
• Perform basic troubleshooting for Windows 11 desktops, Office 365 accounts, Active Directory, networking, telephony and cloud services.
• Coordinate with internal teams to assign and follow up on tickets.

Required profile

• Team player with excellent communication skills.
• Proactive, customer‑focused attitude and a logical approach to problem‑solving.
• Eager to learn new technologies and handle high‑volume support environments.
• Attention to detail and ability to work under pressure.

Required skills

• Windows 11
• Microsoft Office 365
• Active Directory
• Basic networking
• Basic server access
• Telephony systems
• Cloud services basics