1st Line Support Engineer

1st Line Support Engineer £28,000 - £30,000 London - Hybrid

I am recruiting in London for multiple 1st Line Support Engineers for a leading IT Managed Service Provider (MSP).

Must have 1-2 years experience within an IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with MS Fundamental certificates like AZ104/SC100/M100 etc.

5 days in office during the 6‑month probation period and then hybrid thereafter.

As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.

Exams towards certifications relevant for your role fully paid for by my client!

• Hours:
  
  7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
• Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
• Benefits:
  Competitive Package Offered – 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!

• MSP background
• 1-2 years proven experience in an IT support role
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Windows Server 2016 - 2022
• 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 customer informed of progress.
• Recording 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.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.