IT Support Engineer

As a Level 1 Service Desk Engineer, you will be the first point of contact for our managed service clients, providing high-quality technical support to end users across a range of environments. You will resolve common IT issues, log and manage tickets in line with SLAs, and escalate more complex problems when required. This role is ideal for someone looking to grow their career within an MSP environment., * Act as first-line support for incoming IT incidents and service requests via ticketing system, phone, and remote tools

• Diagnose, troubleshoot, and resolve hardware and software issues for local and remote users
• Manage incidents and requests in line with agreed SLAs and internal processes
• Escalate complex or unresolved issues to senior engineers with clear documentation and troubleshooting notes
• Create, update, and manage user accounts in Active Directory and Azure AD (users, groups, OUs)
• Manage email accounts and distribution groups
• Build, configure, and deploy new computers in line with company standard operating procedures
• Provide support for:
• Microsoft 365 (Outlook, OneDrive, Teams, Office applications)
• VPN and remote access solutions
• Windows 11 and macOS environments
• Provide basic networking support including LAN and WLAN troubleshooting
• Support mobile devices and telephony solutions including Microsoft Teams, iOS, Android, and softphones
• Troubleshoot and support printers, scanners, and other peripherals
• Log and manage cases with third-party vendors, including arranging on-site engineer visits when required
• Carry out occasional on-site visits for hardware installs, troubleshooting, and new user setups
• Assist with ad-hoc project work as required

Do you have experience in macOS?, * 1+ year experience in a Service Desk, Helpdesk, or technical support role (MSP experience desirable)

• Strong working knowledge of Windows 10/11 and macOS
• Familiarity with Active Directory and Azure AD user administration
• Good understanding of Microsoft 365 and cloud-based services such as OneDrive
• Basic understanding of networking concepts (DNS, DHCP, LAN/WLAN)
• Experience supporting remote users
• Ability to manage and prioritise multiple tickets within SLA targets
• Excellent communication skills with the ability to explain technical issues to non-technical users
• Strong organisational, time management, and problem-solving skills
• Reliable, flexible, and able to work effectively in a fast-paced environment
• Degree or qualification in Computer Science, IT, or a related field
• Experience working in an MSP environment
• Exposure to ticketing systems and ITIL-style workflows

What we are looking for:

• A customer-focused individual with a positive attitude
• A strong desire to learn and progress within IT
• Someone who takes ownership of issues and follows them through to resolution
• A team player who communicates clearly with both clients and colleagues