1st Line IT Helpdesk Engineer

My client, a growing IT managed services provider, is looking for an enthusiastic and customer-focused 1st Line IT Support Engineer to join their Managed Services team.

You will be the first point of contact for their customers, resolving everyday issues quickly and passing more complex problems to the 2nd Line team with clear, accurate information. This is a great opportunity for someone early in their IT career who wants to build their Microsoft 365 and Entra ID skills in a supportive environment, with a clear path to progress., * Act as the first point of contact for customers by phone, email and ticketing system, logging and resolving incidents within agreed SLAs.

• Provide first-line support for Microsoft 365, including Outlook, Teams, SharePoint and OneDrive.
• Carry out user administration in Entra ID and Microsoft 365, such as new starters, leavers, licence assignment and group membership.
• Handle password resets, MFA registration and basic sign-in issues.
• Support Windows 10/11 laptops and desktops, Office apps, printers and peripherals, mainly remotely.
• Carry out basic checks on Wi-Fi, internet and VPN connectivity issues.
• Escalate unresolved issues to 2nd Line with clear notes on the problem and the steps already taken.
• Keep customers updated throughout the life of a ticket and ensure tickets are accurately recorded and closed.
• Follow documented procedures and help maintain knowledge base articles.
• Occasionally attend customer sites for equipment setup and hands-on support.

• At least 6-12 months’ experience in an IT helpdesk or service desk role (MSP experience is a bonus).
• Good working knowledge of Microsoft 365 and basic user administration.
• Familiarity with Entra ID (Azure AD) or Active Directory for managing users and groups.
• Experience supporting Windows 10/11 in a business environment.
• A basic understanding of networking concepts such as IP addresses, DNS and Wi-Fi.
• Excellent communication skills and a calm, professional manner.
• The ability to manage a busy ticket queue and prioritise tasks.
• A full UK driving licence and willingness to travel to customer sites when required.

Desirable:

• Some exposure to Intune or device management.
• Awareness of MFA and basic security best practice.
• Experience with remote support tools.
• Awareness of ITIL principles.
• Relevant certifications, or a willingness to work towards them, such as MS-900, CompTIA A+ or MD-102.