1st Line Support Engineer

A1people

Crowborough, UK

8 days ago

Apply on www.adzuna.co.uk

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

£28,000.0 - £30,000.0

Working hours

Regular working hours

Job source

www.adzuna.co.uk

Tech stack

Microsoft Windows Active Directory Microsoft Azure Cloud Computing Dynamic Host Configuration Protocol Domain Name System (DNS) Issue Tracking Systems Microsoft Office Networking Basics Microsoft SharePoint TCP/IP Server Operating Systems & Platforms

+1 more

User Administration

Job description

Act as the first point of contact for clients via phone, email, and ticketing system
Log, categorise, and prioritise incidents and service requests
Communicate clearly with users, providing updates and managing expectations
Deliver excellent customer service and maintain strong client relationships
Perform initial diagnostics and troubleshooting on common issues
Resolve first-line queries relating to Windows OS, basic server environments, Microsoft 365, hardware, and basic networking issues
Guide users through step-by-step fixes where appropriate
Carry out routine tasks such as password resets and user account support
Ensure all tickets are fully documented and updated in the ITSM system
Monitor and manage ticket queues to meet SLA targets
Identify recurring issues and contribute to problem management
Escalate complex or unresolved issues to 2nd/3rd line support

Technologies:

Active Directory
Azure
Cloud
Hardware
Support
ITSM
Microsoft 365
TCP/IP
Windows
Office 365
SharePoint, We are an MSP-based team supporting multiple external clients from our East Sussex location. We offer the opportunity to work in a fast-paced service desk environment where we value strong customer service, clear communication, and efficient issue resolution. You will join our team as a 1st Line Support Engineer, helping us deliver reliable IT support and maintain high service standards in line with SLAs. The role is based in East Sussex, and applicants are asked to include their location and phone number in their application.

Requirements

Previous experience in a 1st Line / Service Desk role, with MSP experience preferred
Strong customer service and communication skills
Basic knowledge of Windows 10/11
Basic knowledge of Microsoft 365
Basic knowledge of Active Directory user management
Good troubleshooting and problem-solving ability
Ability to prioritise workload and work under pressure
Ideally, experience working within an MSP environment
Knowledge of networking fundamentals such as DNS, DHCP, and TCP/IP
Exposure to cloud platforms such as Azure or Microsoft 365
Industry certifications such as CompTIA or Microsoft certifications