1st and 2nd Line Technical Support Engineer

First Intuition•London, CA

1d•Hybrid

About The Position

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. 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.

Requirements

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

Nice To Haves

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

Responsibilities

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.

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