First Line Support Engineer / IT Service Desk Technician

As a First Line Support Engineer / IT Service Desk Technician you will provide 1st-line technical support across desktops, laptops, mobile devices and Microsoft cloud technologies while delivering an excellent customer experience.

Working within a collaborative service desk environment, the First Line Support Engineer / IT Service Desk Technician will troubleshoot issues, manage user accounts, support Azure AD and Active Directory administration, and contribute to ongoing service improvements and knowledge sharing.

This is an excellent opportunity for someone passionate about technology, cloud computing, customer service and continuous professional development within a fast-paced managed services environment., 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

A fantastic opportunity for an IT support professional with previous service desk or MSP experience to join a growing technology consultancy. You’ll support clients with troubleshooting, cloud technologies, Microsoft systems, cybersecurity and customer-focused technical support in a collaborative environment., * Previous experience in IT support, IT helpdesk or technical support within a managed services or corporate IT environment

• Experience with troubleshooting Windows, macOS, desktop and mobile device issues

• Strong customer service and communication skills with the ability to explain technical information clearly

• Experience with Active Directory, Azure AD or user account administration

• A proactive approach with excellent problem-solving and organisational skills

• Ability to prioritise workloads and work effectively under pressure

• A genuine interest in technology, cloud computing and continuous learning

• Strong team-working skills and a professional work ethic

DESIRABLE

• Previous experience within a managed services provider (MSP) environment

• ITIL Foundation knowledge or certification

• Microsoft certifications such as AZ-900, MS-900 or SC-900

• Experience with Microsoft Intune, Azure platforms or endpoint management tools

• 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.

AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency.