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# 1st Line IT Support Engineer

- **Company:** Gold Group
- **Location:** London, UK
- **Experience:** Starter
- **Salary:** £28,000.0 - £32,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Macintosh Computers, Apple IOS, HP Thin Clients, Microsoft Office, Windows Servers, Microsoft SharePoint, Backup and Restore, Data Logging
- **Published:** July 28, 2026
- **Apply:** https://www.reed.co.uk/jobs/1st-line-it-support-engineer/57169398

## About the Role

Must have 1-2 years experience within an IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with a MS Fundamental certificates like AZ104 / SC100 / M100 etc, * MSP background

 * 1-2 years proven experience in an IT support role
 * Experience of working to an ITIL framework in a service desk capacity
 * Microsoft Windows Server
 * Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
 * Active Directory Management
 * Windows 10, 11 Operating System Support
 * Apple OS and Apple Mac support experience
 * Microsoft Office Suite
 * Backup Technologies such as DATTO, Acronis
 * Laptop/desktop and thin client support

Personal Skills:

 * Highly Motivated
 * Can do attitude
 * Attention to detail
 * Excellent communication skills
 * Proven client service skills
 * Ability to work under pressure
 * Willingness to work flexibly as required
 * Good telephone etiquette

## Description

As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.
Exams towards certifications relevant for your role fully paid for by my client!, * Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.

 * Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
 * Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
 * Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
 * Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
 * Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
 * Log and assign tickets and monitor workloads for the other Service Desk team members.


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