1st Line IT Support Engineer

You will be the first point of contact for client technical issues, supporting users across a range of environments and ensuring tickets are resolved efficiently or escalated when needed. Responsibilities:

• Provide 1st line support via phone, email, and remote tools
• Log, manage, and resolve service desk tickets in line with SLAs
• Support users with Microsoft 365, Windows, and general IT issues
• Troubleshoot hardware, software, and connectivity problems
• Escalate complex issues to senior engineers when required
• Assist with new user setups, device builds, and onboarding
• Maintain accurate documentation and ticket updates

• Previous experience in an IT Support or Service Desk role, or strong IT qualifications with hands-on exposure
• Strong troubleshooting skills across Windows environments
• Basic knowledge of Microsoft 365 including Outlook, Teams, SharePoint, and Exchange
• Understanding of hardware, laptops, desktops, and peripherals
• Excellent communication and customer service skills
• Keen interest in developing a career within IT and MSP environments

Desirable:

• Previous MSP experience
• Exposure to Microsoft Entra ID (Azure AD)
• Experience with remote support tools or RMM systems such as NinjaRMM or ConnectWise
• Basic networking knowledge

middle is partnered exclusively with a growing MSP (IT Consultancy) based in Hook. With new customers coming onboard each month, they are now looking for a 1st Line IT Support Engineer to join their experienced team and help manage incoming service desk tickets. This role offers the opportunity to develop broad technical skills across cloud, networking, infrastructure, and cybersecurity within a fast-paced MSP environment.