1st and 2nd Line Technical Support Engineer

Job Title:
1st and 2nd Line Technical Support Engineer

Role Type: Hybrid 

First Intuition (FI) is a fast-growing, innovative education provider committed to delivering outstanding learning experiences.  At FI, our commitment to excellence is driven by our core driving principle of putting people first.  We take pride in nurturing talent, fostering growth, and providing unparalleled support to our students, clients, and team members, ensuring they can thrive personally and professionally. 

Our success is due to our approach to training and our links with businesses. We work closely with organisations to precisely understand their needs and incorporate these into innovative course designs, where the interaction with students is tailored, personal and reflects their specific circumstances. This approach has led to First Intuition being awarded an ‘Outstanding’ rating by Ofsted. 

Job summary: 

We are seeking a capable and motivated 1st- and 2nd-Line Technical Support Engineer to join our IT team. Reporting to the IT Operations Manager, you will deliver frontline technical support across a multi-site, hybrid environment, assisting colleagues both remotely and on-site. This is a hands-on role combining end-user support, Microsoft 365 and Intune administration, security support, and on-site technical delivery as we continue to modernise and scale.

Duties and responsibilities to include:  

• Deliver 1st and 2nd line support across desktop, network, and server environments
• Monitor, log, manage, and resolve incidents via the IT service desk
• Escalate issues appropriately in line with internal processes
• Support change management and project delivery activities
• Maintain and support Microsoft operating systems and core applications
• Assist in maintaining IT standards, documentation, and best practices
• Maintain and support Microsoft 365/Azure platforms
• Support with Device enrolment and management (Intune MDM)
• Occasional visit to other centres in the UK where necessary
• Assist with the physical setup of new sites and locations as we expand, including enrolling network devices, mainly Windows devices, and ensuring systems are correctly configured, conducting inventory checks, and more.
• Support onsite activities such as hardware deployment, network troubleshooting, and project rollouts.

 Qualifications and skills: 

Essential: 

• Excellent problem‑solving capability with an ability to break down complex technical Issues
• Able to prioritise workload in a busy, multi‑site environment
• Ability to travel to FI centres when required
• Proficient in supporting Windows devices
• 1–3 years of experience in an IT Support or Help Desk role.
• Have a good understanding of networking fundamentals (IP addressing, DNS, DHCP, and physical connectivity).
• Good Understanding of Azure AD/Office365
• Strong technical proficiency in PC and laptop hardware, Windows operating systems, Microsoft Office applications, and network troubleshooting.
• Excellent interpersonal and communication skills, with the ability to explain technical details to non-technical users.
• Be creative and comfortable adding your input to improve the IT function.
• Experience with Microsoft 365 Stacks

Desirable

• Experience in a similar multi-site educational or regulated environment.
• Experience working within an education environment
• Computer based degree /MCSE or equivalent in computer engineering or relevant field

Benefits: 

• 30 days annual leave (based on fulltime hours) PLUS bank holidays 

• 3 FI Days per year 

• Hybrid working available, equipment provided for homeworking 

• Flexible-working positive employer with a range of family-friendly policies 

• Employee Assistance Programme: 24-hour confidential access to counselling and support services 

• Competitive Pension 

• Private Medical Insurance 

• Training and development opportunities 

• Long term career prospects in a growing company 

• Employee perks including a range of discounts to suit your lifestyle 

We are committed to safeguarding and protecting young people and vulnerable adults and follow Safer Recruitment processes. All successful candidates will need to complete a DBS check, with some roles requiring an Enhanced check. This post is exempt from the Rehabilitation of Offenders Act 1974. All staff are expected to share this commitment and adhere to our Safeguarding and Prevent Policy, which can be viewed here.   

First Intuition does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.