1st Line Support Engineer - IMT Resourcing Solutions : Job Details

Role: 1st Line Support Engineer

Location: Hereford (Fulltime Onsite)

Salary: £25,000

We’re recruiting for a growing technology business in Hereford who are currently looking to expand their Service Desk with a 1st Line Support Engineer. They’re a close-knit team that values reliability, technical know-how, and above all, excellent customer care. This is an exciting opportunity to join a well-established tech business with a reputation for delivering excellent support to both home and business users.

What makes this role stand out is the variety: one day you might be troubleshooting remotely, the next you could be helping with an installation or supporting a client face-to-face. You’ll gain exposure to a wide range of technologies, develop your skills quickly, and be supported by an experienced team who want you to succeed.

The Role

As a 1st Line Support Engineer, you’ll be the friendly voice and technical problem-solver for clients when they need it most. From day one, you’ll be handling a variety of issues, troubleshooting Windows systems, fixing connectivity problems, and supporting users with day-to-day IT challenges. You’ll log and resolve tickets where possible and escalate when necessary, always ensuring a smooth and professional service.

This role is perfect for someone with solid IT knowledge and a strong customer-service mindset who’s eager to grow into a 2nd line position over time.

What You’ll Do

• Be the first point of contact for IT issues via phone, email, and remote tools.
• Log incidents accurately, keeping users updated from start to finish.
• Troubleshoot common hardware, software, and network problems.
• Escalate more complex cases to senior engineers when required.
• Assist with installations, updates, and routine maintenance.
• Contribute to the internal knowledge base by documenting fixes.

What We’re Looking For

• Previous experience in IT support or a customer-facing role with strong IT skills.
• Good knowledge of Windows operating systems and Microsoft Office.
• An understanding of basic networking (TCP/IP, LAN/WAN, Wi-Fi).
• Strong communication skills, with the ability to explain technical issues clearly.
• A motivated team player who’s eager to learn and develop.

Desirable (but not essential): CompTIA A+, ITIL Foundation, or experience with Active Directory and Microsoft 365.

What’s on Offer

• Salary up to £25,000 depending on experience.
• Exposure to a wide variety of systems and environments, no two days are the same.
• A supportive team with clear progression opportunities into 2nd line support.
• The chance to join a business that genuinely values quality, trust, and personal service.