1st Line Support Engineer

As a 1st Line Support Engineer, you will be the first point of contact for clients, providing friendly, professional, and efficient technical support. You will work closely with the wider service desk team to resolve issues remotely, escalate where appropriate, and ensure a consistently high level of customer service. Due to the collaborative and fast-paced nature of the service desk, this role is office-based, allowing you to learn from experienced colleagues and develop your skills quickly. Working hours: Monday to Friday, standard business hours. What You Will Be Doing

• Acting as the first point of contact for incoming support requests via phone, email, and ticketing system
• Providing remote 1st Line support to external clients
• Logging, prioritising, and managing tickets in line with SLAs
• Troubleshooting common desktop, user, and Microsoft 365 issues
• Carrying out password resets, account creation, and basic Active Directory tasks
• Supporting Windows desktop environments
• Escalating issues to 2nd Line where required, with clear documentation
• Updating system notes and maintaining accurate records
• Working collaboratively with the wider service desk team to ensure issues are resolved efficiently

You do not need to be an expert in everything, but experience or familiarity with some of the following is beneficial:

• Windows desktop environments

• Microsoft 365 administration (Outlook, Teams, SharePoint)

• Active Directory

• Basic networking concepts (DNS, DHCP)

• Antivirus and endpoint protection

• Printers and peripheral devices

• Helpdesk / ticketing systems What We Are Looking For

• Previous experience in a 1st Line Support or IT Support role

• MSP experience is desirable but not essential

• Strong communication skills and a customer-focused approach

• Good problem-solving skills and attention to detail

• A positive attitude and willingness to learn

• Ability to work well as part of a team in a busy service desk environment

Canterbury based office £25,000 - £28,000 DOE Office-based Are you currently working in a 1st Line Support role and looking to develop your career within an MSP? Do you enjoy being the first point of contact and helping users get back up and running quickly? Are you looking for a supportive team that will invest in your technical development?

With over 45 years of IT experience, Ted brings a wealth of knowledge and real-world expertise to our team. His previous roles, including CIO and European Director, add a unique blend of legal and international expertise to our capabilities. Throughout my career I have recruited and developed IT teams, worked in a software house, and spent over 20 years in the Chartered Accountancy industry. I have probably worked on every IT system out there! As a former Technical Support Manager, IT Manager, CIO, IT Director, mentoring and advancing the careers of others has always been a key part of his journey. My hands-on experience in recruiting IT teams means I truly understands what businesses need when it comes to hiring. Now, I am here to help you find your next role or recruit top talent., Jobs that Ted specialises in o Accountancy o Administration o Customer service o IT/Internet/Technical o Telecomms o All Experience Levels o All Job Types View all jobs from Ted Melvin - 14 jobs total View all jobs from Constant Recruitment Ltd - 24 jobs total Report profile