1St Line IT Support Analyst

Overview

An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team. This is a primarily remote position within a structured Level 0, Level 1 and Level 2 support environment. The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users while working across a broad range of Microsoft technologies and enterprise environments.

This role is ideal for someone who is customer-focused, technically curious, and looking to build a long‑term career within a fast‑paced Managed Services Provider (MSP). Alongside technical ability, attitude, collaboration, problem‑solving and excellent customer service are highly valued.

• Provide remote IT support to end users via phone and remote support tools
• Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
• Log, manage and resolve support tickets with clear documentation
• Escalate complex issues to 2nd and 3rd Line Support where appropriate
• Support user and device administration across Microsoft 365, Entra  Intune
• Assist with onsite support, installations and project work when required
• Maintain and update technical knowledgebase documentation
• Ensure service levels (SLAs) and quality standards are consistently met
• Identify and escalation potential security incidents

• Microsoft Windows Desktop & Server
• Microsoft 365
• Microsoft Entra
• Microsoft Intune
• ITSM platforms (eg Service Now)
• Basic TCP/IP Networking
• ITIL processes (Incident, Problem, Change & Request Fulfilment)
• Desktop, laptop, mobile device and printer support

• Self‑motivated and proactive
• Passionate about delivering excellent customer service
• A logical and structured problem solver
• Comfortable working independently in a remote environment
• Collaborative, adaptable and eager to learn
• Looking to develop a long‑term career within IT

• Minimum of 3 years' experience in an IT Service Desk or IT Support role
• Experience providing both remote and onsite support
• Strong Microsoft 365 support experience
  
  Experience with device management and troubleshooting
• Good understanding of SLAs, KPIs and IT ticketing processes

• Home-based (UK)
• Must be able to commute to Godalming, Surrey for one mandatory office week each month
• During office weeks, you'll gain hands‑on experience including device builds, imaging and collaboration with senior engineers
• Occasional travel to a customer site near Heathrow for onsite support, troubleshooting and installations

37.5 hours per week, Monday to Friday, working on a rotating shift pattern:

• Early: 7:00am - 3:30pm
• Mid: 9:00am - 5:30pm
• Late: 10:30am - 7:00pm

Flexibility to work all shifts is essential.

• 25 days annual leave plus bank holidays, rising to 28 days with service
• Private medical insurance
• Life assurance (4x salary)
• Pension with employer matching up to 5%
• Holiday buy scheme (purchase up to one additional week)
• Homeworking allowance (£300 setup plus £100 annually)
• Paid charity volunteering day
• Dog‑friendly office with free parking
• Tech Scheme and Cycle Scheme
• Quarterly company‑funded training lunches
• Excellent opportunities for technical development and career progression

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