1st Line Support Engineer

Job Title

1st Line Support Engineer – Salary: £28,000 – £30,000 –

Location:

London (Hybrid)

We are recruiting 1st Line Support Engineers in London for a leading IT Managed Service Provider (MSP). The role involves providing support to external customers and improving managed services through effective problem management.

As a 1st Line Support Engineer you will manage and resolve customers’ technical issues, proactively improve managed services, and support problem management.

• 1–2 years experience in an IT Support role with an MSP or consultancy.
• Microsoft Fundamentals certificates such as AZ‑104, SC‑100, or M‑100.
• Regular office presence: 5 days during the 6‑month probation period, then hybrid thereafter.

• Hours:
  
  7.5 hours a day on a fortnightly shift pattern (8:00‑16:30, 9:00‑17:30, or 9:30‑18:00).
• Holidays: 20 days per year plus bank holidays; an extra day after three years of continuous service, up to 25 days.
• Birthday off work (from 2025).
• Competitive package – gym membership, Vitality at Work rewards, Cycle to Work scheme, quarterly team nights out, monthly games night with pizza and breakfast.

• 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 2016 – 2022.
• Microsoft 365 Support for Email, SharePoint, One Drive, and Teams.
• Active Directory Management.
• Windows 10 and 11 operating system support.
• Apple OS and Apple Mac support experience.
• Microsoft Office Suite.
• Backup technologies such as DATTO and Acronis.
• Laptop, desktop, and thin client support.

• Highly motivated.
• Proven client service skills.
• Ability to work under pressure.
• Willingness to work flexibly as required.
• 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 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 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 the other Service Desk team members.

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