IT Helpdesk Engineer - MSP (1st Line)

As a 1st Line Helpdesk Engineer, you will be the primary point of contact for technical incidents reported by a diverse portfolio of small to medium-sized business clients. Operating in a fast-paced Managed Service Provider (MSP) environment, your core mission is to log, troubleshoot, and swiftly resolve day-to-day technical issues. You will heavily focus on the Microsoft ecosystem, ensuring clients receive an exceptionally high standard of customer care while working within strict Service Level Agreements (SLAs), * First-Contact Resolution: Act as the first point of call for all incoming client queries via telephone, email, and ticketing portals.

• Ticket Management: Triaging, logging, diagnosing, and accurately documenting issues inside the MSP ticketing system (Halo).
• Microsoft Administration: Handling core user lifecycle tasks including user creation, password resets, license assignments, and access modifications across Microsoft tools.
• Technical Troubleshooting: Remotely diagnosing faults across Windows operating systems, desktop applications, hardware peripherals, and core networking protocols.
• SLA Compliance: Proactively managing individual queues to ensure all client requests meet target response and resolution times.
• Maintaining a high level of customer service when responding to support issues.
• Escalation of more complex calls to the relevant support team member (as documented in the Escalation Management workflow).
• Installation, configuration and deployment of new and existing hardware and software in line with defined procedures.
• Bringing forward key issues/changes/topics to monthly team meetings.
• Create and maintain quality documentation on standard problem resolutions, fixes and updating of the technical knowledge base, by following the IT Glue documentation guide.
• Understand requirements of all processes and workflows within the business by reading/completing assigned documentation and training materials. Underpinned with monthly training sessions about new services/topics/training.
• Complete Change requests for any specific changes required to be made.

The successful candidate will have a proven track record of supporting IT networks and systems on various scales and ideally would have worked in a similar role within a Managed Service Provider (MSP) and gained at least 2 years of commercial experience., My clients Helpdesk Engineers need a strong blend of technical expertise (hard skills) and interpersonal abilities (soft skills) to diagnose and resolve issues efficiently while providing excellent customer service.

The technical skills required often depend on the specific systems an organization uses, but core areas include (exposure to as many as possible).

• Operating Systems: Advanced configuration and troubleshooting of Windows 10 and Windows 11 environments.
• Microsoft 365: Hands-on experience administering M365 applications, Exchange Online, SharePoint, and OneDrive for Business.
• Identity & Access Management: Basic administration within Active Directory (AD) and Microsoft Entra ID (formerly Azure AD) for group memberships and account policies.
• Networking Basics: Foundational knowledge of network infrastructure, including TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, and printer mapping.
• Device Management: Exposure to setting up and enrolling devices using remote monitoring tools or Microsoft Intune.
• Certifications: Microsoft Certified Fundamentals (e.g., MS-900, MD-102) or CompTIA A+ / Network+ certifications.
• Infrastructure Knowledge: Basic awareness of Windows Server roles (2016/2019/2022) and virtualisation.
• Customer Focus: An excellent telephone manner with the ability to explain complex technical issues calmly and cleanly to non-technical end users.
• Resilience: The capacity to thrive under pressure in a fast-paced environment where priorities dynamically shift.
• Analytical Thinking: Strong diagnostic instincts with a structured approach to identifying root causes.
• Team Player: Keen to collaborate with senior engineering teams and actively contribute to internal knowledge bases.

The position is of a full time and permanent nature and will be predominantly office based with some flexible hybrid working available., My client offers a competitive salary and benefits alongside a superb working environment within a friendly, professional and supportive team and there are excellent opportunities for further development within the industry. Vendor accredited training will be available and subsidised in a variety of areas. The company is growing at a very fast rate and want their staff to grow with them.

My client, an established and trusted IT Managed Services Provider have an urgent requirement for a number of technical and customer focused IT Helpdesk Engineers to join their team based at their beautifully refurbished offices.

My client is an ISO accredited managed IT support company based in Southampton, Hampshire providing IT support, Cyber Security, VoIP and Cloud services to businesses across the South Coast and beyond.