First Line Support Engineer / IT Service Desk Technician

Join a forward-thinking managed services organisation as a 1st Line IT Support Engineer delivering IT support, troubleshooting and cloud computing solutions. This hybrid role offers exposure to Microsoft Azure, cybersecurity and digital transformation projects., We have a fantastic new job opportunity for a First Line Support Engineer / IT Service Desk Technician to join a dynamic managed services environment supporting a diverse client base across corporate IT and cloud computing platforms., As a First Line Support Engineer / IT Service Desk Technician you will provide 1st line technical support, troubleshooting Windows and macOS systems, managing user accounts and contributing to cybersecurity best practice. You will work within ITIL-aligned service desk processes., Your duties as the First Line Support Engineer / IT Service Desk Technician include:

• 1st Line Support: Act as the initial point of contact for IT helpdesk queries, logging, categorising and prioritising incidents

• Technical Troubleshooting: Diagnose and resolve issues across desktops, laptops, mobile devices and operating systems including Windows and macOS

• User Account Administration: Manage password resets, account updates and multi-factor authentication via Active Directory and Azure AD

• Hardware and Software Setup: Install, configure and maintain hardware, applications and business systems

• Service Desk Documentation: Maintain accurate records within ticketing systems and contribute to knowledge base articles

• Customer Service Delivery: Provide clear, jargon-free communication and timely updates to end users

• Continuous Improvement: Identify recurring issues and support service improvement and process optimisation initiatives

• Professional Development: Engage in Microsoft certification training including Azure, Intune and Modern Desktop

The organisation is seeking a motivated First Line Support Engineer / IT Service Desk Technician who thrives in a fast-paced IT support setting, enjoys continuous learning and is keen to develop Microsoft Azure, Modern Desktop and Intune expertise., * Previous experience in IT support, IT helpdesk or technical support within a managed services or corporate IT environment

• Experience with troubleshooting Windows and macOS operating systems

• Familiarity with ITIL processes and service desk best practice

• Experience with Active Directory and Azure AD user administration

• Microsoft certifications such as AZ-900, MS-900 or SC-900, or willingness to achieve them

• Strong communication skills with the ability to explain technical concepts clearly

• Ability to prioritise workloads and manage incidents in a fast-paced environment

• A proactive approach with a passion for cloud technologies, cybersecurity and continuous learning

• Learning and development opportunities including Microsoft certifications and internal and external training

• Career progression opportunities

• 21 days holiday increasing after 3 years of service plus public holidays and Birthday off

• Private healthcare after probation

• 40% off gym membership

• Great pension scheme from day one

• Cycle to work scheme

• Eyecare vouchers, Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in London. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online.

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