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# 1st Line Engineer

- **Company:** PLANET RECRUITMENT SERVICES LTD
- **Location:** Abingdon, UK (Remote available)
- **Salary:** £25,000.0 - £30,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Microsoft Windows, Apple Mac Systems, Microsoft Azure, Microsoft Outlook, Microsoft Office, Windows Desktop, Information Technology
- **Published:** August 17, 2026
- **Apply:** https://www.adzuna.co.uk/jobs/details/5845357037

## About the Role

* Ability to learn on your feet
 * Experience in supporting Windows 11 and MacOS environments
 * Exposure to Microsoft 365 account setup
 * Strong Microsoft Office troubleshooting skills - Outlook, Excel, Word, Teams, etc…
 * Basic computer hardware exposure - desktop & laptop
 * Strong communication skills
 * Excellent troubleshooting and problem resolution skills
 * Excellent client service
 * Positive attitude to work
 * Strive to continuous improvement
 * Able to work independently under pressure
 * Minimum of 1-year IT experience

Desirable:

 * Certification in any of the following technologies
 * o Windows Desktop
 * o Mac OS
 * o Microsoft 365 (MS-900)
 * o Azure (AZ-900)
 * Driving license and own transport
 * Comptia A+
 * Comptia N+
 * Microsoft MTA or equivalent
 * MSP Experience (advantageous)

## Description

The Tier 1 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion., * Being the first point of contact for all incoming support calls, emails, and sessions

 * Ensuring all forms of support call are logged in the system and the client is kept updated
 * Manage incident and request tickets ensuring established SLAs are met
 * Provide support to our entire MSP client base
 * Help the Tier 1 with continued business improvements
 * Manage the clients' expectations with ongoing tickets
 * Inform the Tier 1 Manager of any tickets requiring escalation, to other teams
 * Communicate daily to clients with open tickets
 * Adhere to all company policies and procedures
 * Ensuring that all role related KPI's are met
 * Log, manage and resolve MSP client IT issues
 * Maintain desktop asset register and configurations
 * Undertake any other reasonable duties, as required, to meet the needs of the business


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