1st Line Support Engineer

My client is a growing Managed Service Provider looking for a proactive 1st Line Support Engineer to join their technical support team, providing high-quality IT support to a diverse client base., * Acting as the first point of contact for IT support via phone, email, and ticketing system

• Logging, triaging, and resolving 1st line support tickets within agreed SLAs
• Providing user support for Windows 10/11, Microsoft 365, Outlook, and Azure AD
• Troubleshooting hardware, software, and basic network issues (LAN/WAN, Wi-Fi, printers)
• Performing user account management (password resets, onboarding/offboarding)
• Escalating complex issues to 2nd/3rd line engineers with clear documentation
• Maintaining accurate ticket notes and technical documentation
• Supporting remote and on-site clients when required
• Delivering excellent customer service and building strong client relationships

• Previous experience in a 1st Line / Service Desk role (MSP experience preferred)
• Strong knowledge of Microsoft environments (Windows, O365, Active Directory)
• Familiarity with ticketing systems and remote support tools
• Excellent communication and customer service skills
• A proactive, problem-solving mindset with a desire to learn and progress

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