1st Line IT Support Engineer (SDA) - Aberdeen

Due to continued growth, our Aberdeen client is looking for a Network (Systems) Engineer to join their already established team. This role provides an excellent opportunity to not only be part of an expanding business, but to progress your career within.

KEY RESPONSIBILITIES

• Act as the first point of contact for incoming support requests via phone, email, and ticketing system.
• Accurately log, prioritise, and manage incidents and requests in line with SLAs.
• Troubleshoot and resolve 1st line technical issues relating to hardware, software, networking, and telephony.
• Escalate complex incidents to network engineers or specialist teams where appropriate, ensuring clear handover and communication.
• Maintain proactive communication with customers throughout issue resolution.
• Assist in monitoring network and system alerts, responding promptly to potential service interruptions.
• Contribute to the maintenance of support documentation and internal knowledge base.
• Support on-site activities where required and participate in the team’s on-call rota.
• Follow company policies and standards including Cyber Essentials Plus and GDPR compliance.

SKILLS REQUIRED

• Minimum 1 year of experience in a 1st line or service desk support role (or relevant IT experience).
• Good understanding of basic networking principles (DNS, DHCP, IP addressing, etc.).
• Familiarity with Microsoft Windows, Office 365, and general desktop support.
• Experience working with ticketing and remote support tools.
• Excellent problem-solving and communication skills — both written and verbal.
• Strong customer service mindset with the ability to remain calm under pressure.
• Team-oriented, proactive, and eager to learn new technologies.
• Relevant IT certifications such as CompTIA A+, Microsoft, or Cisco CCNA (advantageous but not essential).
• Full UK driving licence preferred.