1st Line IT Support Engineer

As a 1st Line IT Support Engineer, you will be the first point of contact for our clients, providing friendly, professional, and efficient IT support. You will resolve common technical issues, log and triage tickets accurately, and escalate more complex problems to senior engineers when required.

You will play a key role in delivering an excellent client experience and ensuring issues are handled promptly and professionally., * Act as the first point of contact for inbound support requests via phone, email, and service desk

• Log, prioritise, and manage support tickets in line with service desk processes
• Resolve 1st line issues across desktops, laptops, printers, and common software applications
• Provide remote support to end users and guide them through solutions in clear, non-technical language
• Escalate issues to 2nd line engineers where appropriate, ensuring clear and accurate handover notes
• Maintain accurate ticket updates, time recording, and documentation
• Assist with new user setups, device builds, and basic onboarding tasks
• Monitor alerts and respond to issues within agreed skill set
• Contribute to a positive team environment and a consistently high standard of customer service
• Travel to client sites occasionally when required

• Previous experience in an IT support or customer service environment
• Excellent communication skills and professional telephone manner
• Strong customer service mindset and willingness to help
• Basic troubleshooting knowledge of Windows 10/11
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive)
• Ability to follow processes, document work clearly, and manage multiple tasks
• A keen interest in IT and eagerness to learn

Desirable:

• Experience working in a Managed Service Provider (MSP) environment
• Exposure to Active Directory or Entra ID user management
• Basic networking knowledge (IP addressing, Wi-Fi, connectivity)
• Any relevant IT certifications or study towards them, * MSP: 1 year (preferred)

• Extra day off to enjoy your birthday
• Performance-related bonus scheme
• Team (paid for) social events
• Relaxed and friendly atmosphere, with a professional approach
• Flexibility to work from home (high-spec IT equipment provided)
• Highly experienced team for support and development
• Increased holiday with length of service
• Highly competitive pay with annual salary reviews
• Training and learning development with qualification support
• Mileage allowance
• Relaxed and friendly atmosphere and culture, whilst being professional

What We Offer

• A supportive team environment with mentoring from experienced engineers
• Structured learning and development pathway for 1st line engineers
• Exposure to a wide range of technologies and client environments
• Opportunities to progress into 2nd line and project-based work

Job Types: Full-time, Permanent

Pay: £23,000.00-£28,000.00 per year

Benefits:

• Additional leave
• Casual dress
• Company events
• Company pension
• On-site parking
• Referral programme
• Sick pay
• Work from home

Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire since 2007. We pride ourselves on delivering a premium support experience and building long-term client relationships.