Welcome to AALTO, a global leader in the stratosphere. We design, manufacture and offer connectivity and Earth observation services using the record-breaking Zephyr High Altitude Platform Station (HAPS). HAPS is one of the world’s leading emerging technologies, which operate above air traffic and weather to offer new capabilities within our communications ecosystem. As the world’s most advanced HAPS, AALTO’s Zephyr is blazing a trail at the cutting-edge of technology, design and services. Powered entirely by the sun as an emission less aircraft in-flight – Zephyr flies at the speed of a bicycle above 60,000 feet for days, weeks and even months at a time. As a payload agnostic platform, Zephyr can transform into a multi-functional tower in the sky to provide low latency 5G direct-to-device mobile connectivity services. Zephyr can also be used to fulfil a range of monitoring, tracking, sensing and detection applications. Join as we create a new frontier for services from the stratosphere. You’ll be part of a highly-skilled, innovative and passionate group of people – Team AALTO. Together, we can make sure ‘The Future is Stratospheric’. Job Overview: We are seeking a dedicated and customer-oriented 1st Line Support Engineer to join our dynamic IT support team. The successful candidate will be the first point of contact for users experiencing technical issues, providing exceptional service while troubleshooting and resolving a wide range of IT-related problems. The role is ideal for individuals with strong communication skills and a passion for problem-solving. Responsibilities: Serve as the first point of contact for all incoming IT support requests via phone, email, walk-ins or ticketing system. Provide initial diagnosis and troubleshooting for hardware, software, network, and system-related issues. Log, track, and manage incidents and service requests in the ticketing system, ensuring accurate information and timely follow-up. Resolve basic technical issues related to operating systems (Windows, macOS, etc.), software applications, and peripheral devices (printers, scanners, iPhones, etc.). Offer guidance on basic IT problems and provide step-by-step assistance to end users. Escalate more complex issues to 2nd or 3rd line support teams when necessary, ensuring proper documentation is handed over. Assist in the setup and configuration of new hardware and software for employees. Maintain a high level of customer service, ensuring issues are resolved promptly and professionally. Ensure that users receive timely and accurate responses to all their queries and support needs. Assist with basic system administration tasks, such as user account management and password resets, and role-based access control. Contribute to the creation and maintenance of support documentation, FAQs, and knowledge base articles. Requirements/Experience: A good knowledge of IT systems, networking, and hardware/software troubleshooting. Experience with Windows and macOS operating systems. Familiarity with common office applications (e.g., Microsoft Office) MS Teams, Intune. Excellent communication and interpersonal skills, with the ability to explain technical issues clearly to non-technical users. Ability to manage time effectively, handle multiple tasks, and prioritize requests in a fast-paced environment. Strong problem-solving and analytical skills. Prior experience in a customer-facing IT support role is essential. IT certifications (e.g. ITIL Foundation) or willingness to pursue them is a plus. Preferred Skills: Basic knowledge of Active Directory and user management. M365 and licensing, Intune software deployment, Laptop Imaging. Familiarity with remote desktop tools and support software. Understanding of network troubleshooting (Wi-Fi, VPN, etc.). Network routers, firewalls, Azure VM environments preferable. BitLocker, MFA and other authenticator applications. In addition to salary, we offer: Rewarding Excellence : Benefit from our short-term incentive plan that rewards your hard work and dedication. Enjoy Your Time Off : Benefit from 25 days of holiday to relax and recharge. Stay Healthy : We’ve got your health covered with private medical insurance, along with dental and optical cash back. Secure Your Future : Take advantage of our personal pension plan to ensure a comfortable retirement. Peace of Mind : Our income protection and life assurance schemes are there to support you when you need it most. We Care About You : Our employee assistance programme is always available to provide the support you need. Perks Galore : Enjoy a range of employee discounts via Perkbox, because you deserve a treat LI-AB1