IT Helpdesk Engineer - MSP (1st Line)

• Serve as the first point of contact for client queries received by telephone, email, and ticketing portals.
• Triage, log, diagnose, and document issues in the Halo ticketing system.
• Handle user lifecycle tasks across Microsoft tools, including account creation, password resets, license assignments, and access changes.
• Remotely diagnose issues involving Windows operating systems, desktop applications, hardware peripherals, and core networking protocols.
• Manage support queues proactively to meet client response and resolution targets under service level agreements.
• Provide customer service when responding to support issues and escalate complex calls through the documented workflow.
• Install, configure, and deploy hardware and software in line with established procedures.
• Raise key issues, changes, and topics at monthly team meetings.
• Create and maintain documentation on standard resolutions and fixes, and update the technical knowledge base in accordance with the IT Glue documentation guide.
• Read and complete assigned documentation and training materials to understand business processes and workflows.
• Complete change requests for required changes.

Technologies:

• Active Directory
• Cloud
• Hardware
• Support
• Microsoft 365
• Microsoft Intune
• Network
• SharePoint
• TCP/IP
• Windows
• Office 365
• Azure
• Security

• Proven experience supporting IT networks and systems at various scales; at least 2 years of commercial experience is preferred.
• Experience in a similar role within a Managed Service Provider (MSP) is preferred.
• Advanced configuration and troubleshooting skills for Windows 10 and Windows 11.
• Hands-on experience administering Microsoft 365 applications, Exchange Online, SharePoint, and OneDrive for Business.
• Basic administration experience with Active Directory and Microsoft Entra ID, including group memberships and account policies.
• Foundational networking knowledge, including TCP/IP, DNS, DHCP, Wi-Fi troubleshooting, and printer mapping.
• Exposure to device setup and enrolment using remote monitoring tools or Microsoft Intune.
• Microsoft Certified Fundamentals qualifications (such as MS-900 or MD-102) or CompTIA A+ or Network certifications are beneficial.
• Basic awareness of Windows Server roles (2016, 2019, or 2022) and virtualisation.
• Excellent telephone manner and the ability to explain technical issues clearly and calmly to non-technical users.
• Ability to work under pressure in a fast-paced environment with changing priorities.
• Strong diagnostic and analytical skills, with a structured approach to identifying root causes.
• Collaborative approach and willingness to contribute to internal knowledge bases.

We are an established, ISO-accredited managed IT support company based in Southampton, Hampshire, providing IT support, cybersecurity, VoIP, and cloud services to businesses across the South Coast and beyond. We are seeking IT Helpdesk Engineers to join our team at our refurbished Southampton offices. This is a full-time, permanent, predominantly office-based role with some flexible hybrid working. We offer a competitive salary and benefits, a friendly, professional, and supportive team, continuous mentorship, structured development toward second-line infrastructure and networking roles, monthly training sessions, and access to vendor-accredited training, including subsidised options. As our company grows, we support our people in developing their careers with us.