1st Line Support Engineer

1st Line Support Engineer

Salary: £28,000 - £30,000.

Location:

London – Hybrid.

We are recruiting for multiple 1st Line Support Engineers at a leading IT Managed Service Provider (MSP).

A 1st Line Support Engineer will support and resolve customer technical issues, take a proactive stance in improving managed services and effective problem management. 5 days in office during the 6‑month probation period and then hybrid thereafter. Exams towards relevant certifications fully paid by client.

• Hours:
  
  7.5 hours a day on a fortnightly shift pattern (8 am‑4:30 pm, 9 am‑5:30 pm or 9:30 am‑6 pm).
• Holidays: 20 days per year plus bank holidays; after 3 years continuous service an extra day up to 25 days. Birthday off work (from 2025).
• Gym membership, Vitality at Work business rewards & benefits, cycle‑to‑work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays.

Must have 1‑2 years experience within an IT Support role with an IT MSP or consultancy providing support to external customers, and Microsoft Fundamental certificates like AZ104, SC100, or M100.

• MSP background.
• 1‑2 years proven experience in an IT support role.
• Experience working to an ITIL framework in a service desk capacity.
• Microsoft Windows Server (apply online only).
• Microsoft 365 Support for Email, SharePoint, One Drive and Teams.
• Active Directory Management.
• Windows 10/11 Operating System support.
• Apple OS and Apple Mac support experience.
• Microsoft Office Suite.
• Backup technologies such as DATTO, Acronis.
• Laptop/desktop and thin client support.

• Highly motivated.
• Can‑do attitude.
• Attention to detail.
• Excellent communication skills.
• Proven client service skills.
• Ability to work under pressure.
• Willingness to work flexibly as required.
• Good telephone etiquette.

• Provide a professional and customer‑focused service through the life cycle of each ticket; manage customer expectations by keeping customers informed of progress.
• Record all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose incidents by providing first‑line telephone support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible.
• Coordinate with third‑party suppliers where necessary, logging tickets and acting as a central point of contact.
• Monitor and track incidents, requests or problems, escalating where necessary to other resolver groups or line manager.
• Log and assign tickets and monitor workloads for other Service Desk team members.