1st Line Support Engineer

Overview

This is a remote position.

Job Title : 1st Line Support Engineer

Department : IT

Reports To : IT Support Lead

Location : Remote

Employment Type : Full-time

Seniority Level : Associate / Mid-Level

Start Date : September

Purpose of the Role

The 1st Line Support Engineer exists to provide efficient and timely technical support to internal users, ensuring minimal IT-related downtime and maximising employee productivity. This role acts as the first point of contact for IT issues, resolving routine technical problems, escalating complex cases, and managing remote assets across a geographically distributed workforce. By taking ownership of frontline IT support, the role enables senior IT staff to focus on higher-level priorities such as security, infrastructure, and automation.

Key Responsibilities

• Respond promptly to IT support requests via phone, email, and ticketing systems (e.g., Zoho Suite, Jira, ServiceNow).
• Provide first-line technical support for hardware, software, and network-related issues.
• Troubleshoot and resolve technical incidents, ensuring clear documentation of solutions.
• Escalate complex technical issues to senior IT staff as required.
• Install, configure, and maintain computers, peripherals, and business applications.
• Support user account management tasks such as password resets and access requests.
• Perform remote asset management for distributed staff and devices.
• Maintain accurate and complete records of support activities within the ticketing system.
• Contribute to knowledge base and process improvements within IT support.
• Participate in system roll outs and provide occasional out-of-hours support during major incidents.

Requirements

Technical Expertise

Soft Skills

Qualifications (desirable but not essential)

Additional requirements

Skills & Qualifications Required : Proven experience (3–5+ years) designing and implementing automations across business systems. Hands-on expertise with n8n, Microsoft Power Automate, and related workflow automation platforms. Strong knowledge of the Microsoft ecosystem (Teams, Outlook, SharePoint, Power BI, Azure). Experience integrating third-party platforms such as PARiM or similar workforce management tools. Ability to translate business requirements into technical solutions. Proficiency in using APIs, webhooks, and database integrations. Strong troubleshooting, debugging, and documentation skills. Preferred : Experience in the recruitment or staffing industry. Familiarity with RPA (e.g., UiPath, Blue Prism, Automation Anywhere). Knowledge of scripting / programming (JavaScript, Python, or similar) for custom automation logic. Understanding of data governance, compliance, and security best practices.

Soft Skills : Excellent communication and stakeholder management skills. Ability to work independently while collaborating across multiple teams. Detail-oriented, proactive, and solution-driven mindset. Strong organizational skills and ability to manage multiple projects simultaneously.

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