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# 1st Line IT Support Analyst

- **Company:** Proactive.IT Appointments Ltd.
- **Location:** Camberley, UK (Remote available)
- **Salary:** £30,000.0 - £31,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, IT Management, Microsoft Office, Microsoft Software, Windows Search, Networking Basics, Azure Active Directory, Remote Service Software, Microsoft InTune
- **Published:** September 17, 2026
- **Apply:** https://www.reed.co.uk/jobs/1st-line-it-support-analyst/57357591

## About the Role

* Microsoft Windows Desktop & Server
 * Microsoft 365
 * Microsoft Entra ID
 * Microsoft Intune
 * Hardware & Peripheral Support
 * Basic Networking
 * Remote Support Technologies
 * Enterprise IT Environments

What We're Looking For

We're looking for someone who combines solid technical troubleshooting skills with a strong customer-service mindset.

You'll be well suited to this role if you are:

 * Experienced in a Level 1 Service Desk / IT Support environment
 * Confident troubleshooting Microsoft-based technologies
 * Comfortable working in a ticket-driven support environment
 * Able to communicate clearly with both technical and non-technical users
 * Organised and able to prioritise competing support requests
 * A proactive problem-solver who knows when to resolve and when to escalate
 * Keen to develop your technical skills and progress within an MSP environment
 * A collaborative team player with a positive, professional attitude, * Active Directory (Line)
 * Communication Skills (Key)
 * Customer Service
 * Microsoft Office (Entry)
 * Microsoft Windows OS (Win)
 * Networking Skills (Wan)
 * Problem Solving (Process)
 * Self-Motivation
 * Technical Support (IT)
 * User Experience & Management

## Description

The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users across a broad range of Microsoft technologies and enterprise environments.

This role is ideal for someone who is customer-focused, technically curious and keen to build a long-term career within a fast-paced Managed Services Provider (MSP).

Alongside technical ability, we highly value attitude, collaboration, problem-solving and excellent customer service.

What You'll Be Doing

 * Provide remote IT support to end users via phone and remote support tools
 * Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
 * Log, manage and resolve support tickets with clear and accurate documentation
 * Escalate more complex issues to 2nd and 3rd Line Support where appropriate
 * Support user and device administration across Microsoft 365, Entra ID and Intune
 * Assist with onsite support, installations and project work when required
 * Maintain and update technical knowledgebase documentation
 * Ensure service levels (SLAs) and quality standards are consistently met
 * Identify and escalate potential security incidents


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