1st Line IT Support Engineer (MSP) - Remote & Onsite

We’re an MSP providing IT support to a range of business clients. We’re looking for a customer-focused 1st Line IT Support Engineer to deliver high-quality remote support and onsite assistance when required. You’ll handle day-to-day user issues, troubleshoot common faults, complete service requests, and ensure tickets are progressed in line with agreed response times.

Full UK driving licence is essential due to client site visits.

Key responsibilities

• Provide 1st line support via phone, email, ticketing system, and remote tools
• Log, prioritise, and update support tickets with clear notes and customer updates
• Troubleshoot Windows 10/11 issues (performance, logins, user profiles, printers, applications)
• Support Microsoft 365: Outlook/Exchange basics, Teams, OneDrive/SharePoint fundamentals, account issues
• Manage day-to-day user administration: password resets, MFA, user/group access (Active Directory / Entra ID basics)
• Assist with onboarding/offboarding: account setup, device setup, permissions, and user guidance
• Carry out onsite visits for desk-side support, installs, hardware swaps, and troubleshooting
• Build/rebuild devices using standard images and documented processes
• Basic networking checks: Wi-Fi/LAN connectivity, VPN access, DNS/DHCP basics; capture diagnostics for faster resolution
• Follow security and verification processes and report suspicious emails/incidents promptly
• Maintain and improve documentation/knowledge base articles

• Experience in a 1st line IT support / service desk role (MSP experience preferred)
• Strong customer service and communication skills
• Working knowledge of:
• Windows 10/11 support
• Microsoft 365 (Outlook, Teams, OneDrive/SharePoint)
• Active Directory / Entra ID (Azure AD) basics
• Networking fundamentals (DNS, DHCP, VPN, Wi-Fi, TCP/IP)
• Confident managing tickets and prioritising workload to meet SLAs
• Full UK driving licence and willingness to travel to client sites as required

Desirable

• Familiarity with RMM/remote support tools (e.g., NinjaOne, ConnectWise, Datto, Kaseya)
• Exposure to Intune and device management (basic)
• Certifications (or working towards): CompTIA A+/Network+, Microsoft Fundamentals, ITIL

Pulled from the full job description

• Employee discount
• Free parking, * Competitive salary + benefits
• Training and development plan with clear progression
• Supportive team environment

Job Types: Full-time, Permanent

Pay: £26,000.00-£30,000.00 per year

Benefits:

• Employee discount
• Free parking