1st Line Support Engineer

The successful candidate will be responsible for providing first-line technical support to a diverse client base, ensuring incidents and service requests are managed effectively whilst delivering a high standard of customer service. This role is ideally suited to a technically capable individual with strong communication skills and a desire to develop their career within a fast-paced MSP environment.

The position is predominantly remote, with attendance required at the London office once per week and occasionally for customer site visits, internal meetings and company events., * Act as the first point of contact for all IT support incidents and service requests.

• Diagnose and resolve first-line technical issues across a range of technologies.
• Log, prioritise and manage tickets through to resolution in accordance with agreed service levels.
• Escalate incidents to 2nd and 3rd Line Engineers where appropriate.
• Provide remote support to end users across multiple client environments.
• Support user account administration, including onboarding and offboarding activities.
• Assist with the administration and support of Microsoft 365 environments.
• Troubleshoot desktop, laptop, mobile device, printer and connectivity issues.
• Maintain accurate and detailed ticket notes and technical documentation.
• Contribute to knowledge base articles and process improvements.
• Deliver a professional and customer-focused support experience at all times.

• Previous experience in an IT Support, Helpdesk or Service Desk environment.
• Working knowledge of Microsoft Windows 10 and Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Understanding of Active Directory and/or Microsoft Entra ID.
• Basic networking knowledge, including DNS, DHCP and TCP/IP.
• Experience supporting hardware, software and peripheral devices.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• A proactive and professional approach to customer service.

Desirable Skills

• Previous experience working within a Managed Service Provider (MSP).
• Exposure to Microsoft Intune and endpoint management technologies.
• Knowledge of Microsoft Azure and cloud-based technologies.
• Familiarity with cyber security best practices.
• Experience using PSA and RMM platforms.

Qualifications

• Relevant IT qualification or equivalent industry experience.
• Microsoft certifications desirable.
• Candidates should either hold, or be actively working towards, the Microsoft Certified: Copilot and Agent Administration Fundamentals (AZ-900) certification.
• Where not already achieved, successful completion of the AB-900 certification will be required during the probationary period.

• Salary of £32,000 per annum.
• Hybrid working arrangement.
• Access to ongoing training and certification opportunities.
• Exposure to a broad range of modern Microsoft and security technologies.
• Opportunity to develop within a growing and technically focused organisation.
• Supportive team environment with clear career progression pathways.