1st Line Support Engineer

As a 1st Line Technical Support Engineer, you will be the first point of contact for our clients, providing remote and telephone support across a wide range of IT systems, cloud services, and telecommunications solutions. You will work with over 150 businesses across multiple sectors, helping to resolve technical issues efficiently while delivering exceptional customer service.

This is a varied role that combines helpdesk support with workshop responsibilities, including the preparation, configuration, repair, and deployment of IT equipment. Full training, mentorship, and ongoing professional development will be provided.

If you are enthusiastic about technology, enjoy solving problems, and want to be part of a supportive team where your ideas and contribution matter, we’d love to hear from you.

Key responsibilities will include:

• Act as the first point of contact for customer IT support requests via telephone, email, and remote support tools.
• Microsoft Windows operating systems
• Microsoft 365 applications and services
• Printers and peripherals
• Network connectivity
• Hardware and software issues
• Log, update, and manage support tickets accurately within the helpdesk system.
• Prioritise and manage support requests according to business impact and agreed service levels.
• Escalate incidents to senior engineers where necessary, ensuring all relevant information is captured.
• Liaise with third-party vendors and suppliers to assist with issue resolution.
• Deliver professional, friendly, and customer-focused support at all times.

Essential

• Minimum 1 year experience in an IT support, helpdesk, or technical support role.
• Strong understanding of Windows 10 and Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Good troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.
• Enthusiastic, proactive, and eager to learn

Desirable

• Active Directory administration
• Microsoft 365 administration
• Microsoft Azure
• Hyper-V and/or VMware virtualisation
• Networking fundamentals including routing, switching, and Wi-Fi
• Backup technologies such as Veeam and StorageCraft
• VoIP and hosted telephony platforms
• Microsoft certifications such as MS-900, AZ-900, MD-102, or equivalent.
• Previous experience within a Managed Service Provider (MSP) environment, * Technical support: 1 year (required)

• Monday to Friday, 8:00am to 5:00pm
• 30-minute lunch break
• 20 days annual leave plus bank holidays
• Free on-site parking
• EV charging facilities
• Modern air-conditioned offices
• Ongoing training and certification opportunities
• Career progression within a growing business
• Supportive team environment
• Exposure to a broad range of technologies and customer environments

Job Types: Full-time, Permanent

Pay: From £28,089.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• On-site parking