1st Line IT Support Engineer

• Act as the first point of contact for customer issues via phone, email, webchat, and support portal.
• Accurately log and manage tickets, ensuring clear communication and timely progression or escalation.
• Troubleshoot and resolve a wide range of technical issues across the full IT landscape, collaborating with 2nd and 3rd Line Engineers.
• Support documentation processes by updating and creating guides and champion best practices across the desk.
• Assist in the training and onboarding of junior engineers, contributing to a positive and inclusive team culture.

• Microsoft certifications or progression towards: MD-101, MS-100, MS-101.
• Experience in an MSP or B2B technical support environment.
• Knowledge and understanding of ITIL frameworks.
• Strong hands-on experience with Office 365, including E3/E5, Azure IaaS, and EMS.
• Solid troubleshooting skills across Microsoft Desktop Operating Systems.
• Excellent written and verbal communication skills.
• Exposure to any of the following is advantageous:
• Exchange
• SharePoint & Teams
• Active Directory / Azure AD
• Microsoft SCCM / Intune
• Microsoft Office

• Competitive salary + Bonus
• Industry-backed training and sponsored development
• Incentives for achieving Microsoft certifications
• Company pension scheme
• Private medical insurance
• Income protection insurance
• Employee Assistance Programme
• 33 days holiday (including bank holidays)
• Additional day off for your birthday
• Company sick pay
• And more!

This organisation is a long-established, award-winning technology services provider with more than three decades of success delivering managed services and digital transformation to high-profile, global clients. Operating across the professional and financial services sectors, they maintain multiple leading industry accreditations and partnerships, including top-tier Microsoft certifications. Due to continued growth and the expansion of their international service desk function, they are now seeking a 1st Line Support Engineer to join their fast-paced, collaborative team.