1st Line Support Engineer – Layer8

Job Description 

Working within the Layer8 Service Desk team, you will provide 1st line IT support to customers and internal users, delivering professional, friendly and efficient technical assistance across a range of technologies.

You will be responsible for resolving day-to-day incidents and requests, maintaining accurate ticket records and escalating issues to 2nd or 3rd line support where required. The role requires strong communication, a willingness to learn and a commitment to delivering excellent customer service.

Layer8 operates using ITIL-based service management principles with a strong focus on continual service improvement, knowledge sharing and personal development. Engineers are encouraged to learn from escalated incidents, use internal knowledge bases and training resources and become an active part of the solution.

Responsibilities 

• Respond to customer incidents, service requests and technical queries via phone, email and ticketing systems.
• Provide 1st line support for Windows devices, Microsoft 365, user accounts, printers, mobile devices and standard business applications.
• Accurately log, prioritise and manage support tickets in line with service desk procedures.
• Escalate complex issues to 2nd or 3rd line support with clear troubleshooting notes and supporting information.
• Maintain regular communication with customers and provide updates on ticket progress.
• Assist with device builds, onboarding/offboarding users, asset management and stock control.
• Follow documented processes, contribute to knowledge base documentation and support continual service improvement initiatives.
• Learn from escalated incidents and actively develop technical capability through training and shared knowledge.