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# 1st Line IT Support Engineer (MSP)

- **Company:** Gem Partnership
- **Location:** Hebburn, United Kingdom
- **Salary:** £29,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Computer Maintenance, Desktop Computing, Issue Tracking Systems, Information Technology Outsourcing, Laptops
- **Published:** October 20, 2026
- **Apply:** https://www.totaljobs.com/job/1st-line-it-support-engineer-msp/gem-partnership-job108213630

## About the Role

* Proven experience in an IT support or service desk role, specifically within an IT Managed Services environment
 * Strong knowledge of Windows OS, Microsoft 365, and Active Directory
 * Holder of a current Microsoft certification (365, Azure etc.)
 * Hold an up-to-date CompTIA A+ certificate (desired)
 * Excellent troubleshooting and problem-solving skills
 * Customer-focused with strong communication skills

## Description

* Act as the first line of support for IT issues via phone, email, and ticketing systems.
 * Remotely troubleshoot hardware, software, and network problems, escalating when required
 * Utilising strong knowledge of Microsoft 365
 * Remote hardware maintenance and support
 * Configure and support desktops, laptops, and mobile devices
 * Keep tickets updated and resolved in line with SLAs