1st Line IT Support Engineer, Soham

Job Description: 1st Line IT Support Engineer

Location: Home working + Site visits (East Anglia – Beds, Cambs, Suffolk )

Job Type: Full-Time

Salary: £24,500

Reporting to: IT Support Director

Overview

Established 2002, N-CIS is dedicated to empowering small to sized medium businesses with reliable IT support, helping them save on operational costs and avoid the complexities of IT management.

We are seeking a proactive and customer-focused 1st Line IT Support Engineer to join our small dynamic IT team. This role is ideal for someone with a passion for technology and a commitment to delivering outstanding technical support. You’ll be the first point of contact for users experiencing IT issues, providing timely and effective resolutions to ensure minimal disruption to business operations.

Key Responsibilities

• Act as the first point of contact for all IT-related queries via phone, email, and ticketing system.
• Diagnose and resolve hardware, software, and network issues.
• Log and manage support requests using the company’s helpdesk system.
• Escalate complex issues to 2nd Line Support or relevant teams when necessary.
• Set up and configure desktops, laptops, mobile devices, and peripherals.
• Assist with user account management (e.g., password resets, access permissions).
• Maintain accurate documentation of issues and resolutions.
• Provide basic training and guidance to users on IT systems and best practices.
• Support onboarding and offboarding processes, including equipment provisioning and recovery.

Requirements

Essential:

• Strong communication and interpersonal skills.
• An IT-related qualification (e.g. Microsoft certification).
• Basic understanding of Windows OS, Microsoft 365, and common business applications.
• Ability to troubleshoot common IT problems effectively.
• Experience with remote support tools.
• A customer-first attitude with a focus on problem-solving.
• Driving licence and own transport for site visits

Desirable:

• Experience in a similar 1st Line Support role.
• Familiarity with Active Directory, Networking, Acronis, Kaspersky, Sonicwall, VoIP

What We Offer

• A supportive and collaborative team environment.
• Flexible working arrangements (where applicable).
• Employee benefits package [Profit Share].

· 20 days holiday (increasing per year of service) + bank holidays

· Pension scheme

Job Type: Permanent

Pay: From £24,500.00 per year

Benefits:

• Profit sharing

Application question(s):

• Do you have your own Car?

Licence/Certification:

• Driving Licence (required)

Work Location: Hybrid remote in Cambridge CB25 0ED