1st Line Support Engineer - MSP

Role Ready to Elevate Technical Support?

Join as a 1st Line Support Analyst and become the driving force behind delivering top‑point technical support to valued clients. This role is your opportunity to shine in a dynamic environment where your troubleshooting prowess and customer service skills will make a real impact.

• Answer calls promptly, providing timely triage to customer inquiries and service requests.
• Skillfully classify and prioritise requests, ensuring swift escalation for complex issues.
• Diagnose and resolve incidents, working closely with your tech‑savvy team to provide effective solutions.

• Join a team that values your technical and customer service skills.
• Enhance your troubleshooting abilities and contribute to high first‑time fix rates.
• Be part of an organisation that values your growth and contribution.

• Provide initial triage of tickets raised by customers
• Answer calls in a timely manner from customers calling into the service desk
• Assign tickets to other technology queues for 2nd and 3rd line engineers
• Troubleshoot and resolution of incidents and service requests that are raised with the service desk to ensure a high level of customer service is delivered
• Assist server and network engineers with more complex tasks
• Own requests and provide functional escalation to the management team, the customer and 3rd party supplier resolver groups so that service level agreements can be met daily
• Provide end to end ticket management to ensure customers are kept updated on the progress of their requests
• Follow documented customer specific procedures
• Classification and prioritisation of requests in‑line with Incident and Service Request Management processes to ensure requests are dealt with effectively and efficiently
• Strong attention to detail – the ability to achieve thoroughness and accuracy when accomplishing all tasks, such as troubleshooting an issue or implementing a change
• Maintain understanding of applicable technologies to contribute to a higher level of first time fix rates
• Work in a shift pattern with start times of either 07 : 00, 09 : 00 or 09 : 30 depending on business needs
• The ability to diagnose and troubleshoot IT‑related issues
• Diligent documentation and ticket management
• Authority and confidence to deliver support to customers within specific technology disciplines
• Customer service skills and the ability to communicate with people of various technical levels
• An ability to work and learn in a fast‑paced environment
• Good organisational and time management skills
• Willingness to learn and adapt to business requirements
• £25,000