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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # First Line Support Engineer / IT Service Desk Technician - **Company:** AWD - **Location:** London, UK (Remote available) - **Salary:** £28,000.0 - £34,000.0 - **Contract:** Permanent contract - **Skills:** Active Directory, Apple Mac Systems, Microsoft Azure, Cloud Computing, Desktop Computing, Azure Active Directory, Windows Desktop, Microsoft InTune, Laptops - **Published:** May 20, 2026 - **Apply:** https://www.awdo.co.uk/jobs/first-line-support-engineer-it-service-desk-technician-london-hybrid/11546-1/ ## About the Role A fantastic opportunity for an IT support professional with previous service desk or MSP experience to join a growing technology consultancy. You'll support clients with troubleshooting, cloud technologies, Microsoft systems, cybersecurity and customer-focused technical support in a collaborative environment., * Previous experience in IT support, IT helpdesk or technical support within a managed services or corporate IT environment * Experience with troubleshooting Windows, macOS, desktop and mobile device issues * Strong customer service and communication skills with the ability to explain technical information clearly * Experience with Active Directory, Azure AD or user account administration * A proactive approach with excellent problem-solving and organisational skills * Ability to prioritise workloads and work effectively under pressure * A genuine interest in technology, cloud computing and continuous learning * Strong team-working skills and a professional work ethic DESIRABLE * Previous experience within a managed services provider (MSP) environment * ITIL Foundation knowledge or certification * Microsoft certifications such as AZ-900, MS-900 or SC-900 * Experience with Microsoft Intune, Azure platforms or endpoint management tools ## Description As a First Line Support Engineer / IT Service Desk Technician you will provide 1st-line technical support across desktops, laptops, mobile devices and Microsoft cloud technologies while delivering an excellent customer experience. Working within a collaborative service desk environment, the First Line Support Engineer / IT Service Desk Technician will troubleshoot issues, manage user accounts, support Azure AD and Active Directory administration, and contribute to ongoing service improvements and knowledge sharing. This is an excellent opportunity for someone passionate about technology, cloud computing, customer service and continuous professional development within a fast-paced managed services environment., Your duties as the First Line Support Engineer / IT Service Desk Technician include: * 1st Line Support: Act as the initial point of contact for IT helpdesk queries, logging, categorising and prioritising incident * Technical Troubleshooting: Diagnose and resolve issues across desktops, laptops, mobile devices and operating systems including Windows and macOS * User Account Administration: Manage password resets, account updates and multi-factor authentication via Active Directory and Azure AD * Hardware and Software Setup: Install, configure and maintain hardware, applications and business systems * Service Desk Documentation: Maintain accurate records within ticketing systems and contribute to knowledge base articles * Customer Service Delivery: Provide clear, jargon-free communication and timely updates to end users * Continuous Improvement: Identify recurring issues and support service improvement and process optimisation initiatives * Professional Development: Engage in Microsoft certification training including Azure, Intune and Modern Desktop ## Related Videos - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing) - [Develop enterprise-ready applications for Microsoft Teams with Azure resources on modern web technologies](https://www.wearedevelopers.com/videos/187-develop-enterprise-ready-applications-for-microsoft-teams-with-azure-resources-on-modern-web-technologies) - [The Developer Workstation Blind Spot: Why Your Security Stack Can't See What Matters Most](https://www.wearedevelopers.com/videos/100254-the-developer-workstation-blind-spot-why-your-security-stack-can-t-see-what-matters-most) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Job Boards for Remote Work for Developers](https://www.wearedevelopers.com/magazine/290-best-job-boards-for-remote-work-for-developers)