1st Line Support Engineer

Our client based in East Sussex is currently looking for a 1st Line Support Engineer to join the team, you will act as the first point of contact for clients requiring IT support. You will be responsible for logging, troubleshooting, and resolving technical issues, while delivering a high level of customer service.

Working within a Managed Service Provider (MSP) environment, you will support multiple external clients, ensuring issues are resolved efficiently or escalated appropriately in line with service level agreements (SLAs).

Act as the first point of contact via phone, email, and ticketing system

Log, categorise, and prioritise incidents and service requests

Communicate clearly with users, providing updates and managing expectations

Deliver excellent customer service and maintain strong client relationship

Perform initial diagnostics and troubleshooting on common issues

Resolve first-line queries relating to:

Windows OS and basic server environments

Microsoft 365 (Email, Teams, SharePoint, OneDrive)

Hardware (laptops, desktops, printers)

Basic networking issues (Wi-Fi, connectivity)

Guide users through step-by-step fixes where appropriate

Carry out routine tasks such as password resets and user account support

Ensure all tickets are fully documented and updated in the ITSM system

Monitor and manage ticket queues to meet SLA targets

Identify recurring issues and contribute to problem management

Escalate complex or unresolved issues to 2nd/3rd line support

Previous experience in a 1st Line / Service Desk role (MSP preferred)

Strong customer service and communication skills

Basic knowledge of:

Windows 10/11

Microsoft 365

Active Directory (user management)

Good troubleshooting and problem-solving ability

Ability to prioritise workload and work under pressure

Ideally

Experience working within an MSP environment

Knowledge of networking fundamentals (DNS, DHCP, TCP/IP)

Exposure to cloud platforms (Azure / M365)

Industry certifications (CompTIA, Microsoft)