1st Line IT Support Engineer (MSP) & Retail IT Technician

We're an MSP providing IT support to a range of business clients, alongside operating a retail IT store offering computer sales, repairs, and customer support services. We're looking for a customer-focused 1st Line IT Support Engineer to deliver high-quality remote support, onsite assistance, and in-store technical and customer service.

This is a varied role combining service desk support, field work, and retail responsibilities, ideal for someone who enjoys both technical troubleshooting and face-to-face customer interaction.

A full UK driving licence is essential due to client site visits.

Key ResponsibilitiesMSP / Service Desk Support

• Provide 1st line support via phone, email, ticketing system, and remote tools
• Log, prioritise, and update support tickets with clear notes and customer updates
• Troubleshoot Windows 10/11 issues (performance, logins, user profiles, printers, applications)
• Support Microsoft 365: Outlook/Exchange basics, Teams, OneDrive/SharePoint fundamentals, account issues
• Manage day-to-day user administration: password resets, MFA, user/group access (Active Directory / Entra ID basics)
• Assist with onboarding/offboarding: account setup, device setup, permissions, and user guidance
• Carry out onsite visits for desk-side support, installs, hardware swaps, and troubleshooting
• Build/rebuild devices using standard images and documented processes
• Perform basic networking checks: Wi-Fi/LAN connectivity, VPN access, DNS/DHCP basics; capture diagnostics
• Follow security and verification processes and report suspicious emails/incidents promptly
• Maintain and improve documentation/knowledge base articles

Retail Store & Workshop Responsibilities

• Provide front-of-house customer service, assisting walk-in customers with IT queries and purchases
• Diagnose and carry out hardware and software repairs (e.g., PC/laptop repairs, upgrades, virus removal, OS reinstalls)
• Advise customers on appropriate IT products and solutions based on their needs and budget
• Handle retail sales, including computers, accessories, and service plans (e.g., support packages, warranties)
• Promote and sell managed service plans, support contracts, and add-on services
• Manage stock control, including goods in/out, inventory tracking, and stock replenishment
• Maintain accurate records of repairs, parts used, and customer interactions
• Ensure the retail area and workshop are organised, presentable, and compliant with health & safety standards
• Liaise with suppliers for parts ordering, warranties, and returns (RMA processes)
• Support pricing, quoting, and invoicing for retail and repair services

• Experience in a 1st line IT support / service desk role (MSP experience preferred)
• Strong customer service and communication skills (both remote and face-to-face)
• Experience or confidence working in a retail IT or repair environment
• Working knowledge of:
• Windows 10/11 support
• Microsoft 365 (Outlook, Teams, OneDrive/SharePoint)
• Active Directory / Entra ID (Azure AD) basics
• Networking fundamentals (DNS, DHCP, VPN, Wi-Fi, TCP/IP)
• Basic hardware troubleshooting and repair skills (PCs/laptops)
• Confident managing tickets and prioritising workload to meet SLAs
• Ability to multitask between support desk, onsite work, and retail customers
• Full UK driving licence and willingness to travel to client sites as required

Desirable

• Familiarity with RMM/remote support tools (e.g., NinjaOne, ConnectWise, Datto, Kaseya)
• Exposure to Intune and device management (basic)
• Experience with EPOS/retail systems
• Knowledge of common hardware vendors and components
• Certifications (or working towards): CompTIA A+/Network+, Microsoft Fundamentals, ITIL
• Sales experience, particularly in IT products or service plans

• Competitive salary + benefits
• Training and development plan with clear progression
• Opportunity to gain experience across MSP, field engineering, and retail environments
• Supportive team environment

Job Types: Full-time, Permanent

Pay: £26,000.00-£28,000.00 per year

Benefits:

• Employee discount
• Free parking