1st Line Support Engineer

1st Line Support Engineer Location: London (Hybrid)
Salary: £32,000 per annum
Reporting To: Service Desk Manager / Technical Services Team Lead
Start Date: ASAP
 
Overview An established Managed Services and Cyber Security provider is seeking a 1st Line Support Engineer to join its growing technical support team.
 
The successful candidate will be responsible for providing first-line technical support to a diverse client base, ensuring incidents and service requests are managed effectively whilst delivering a high standard of customer service. This role is ideally suited to a technically capable individual with strong communication skills and a desire to develop their career within a fast-paced MSP environment.
 
The position is predominantly remote, with attendance required at the London office once per week and occasionally for customer site visits, internal meetings and company events.
 
Key Responsibilities

• Act as the first point of contact for all IT support incidents and service requests.
• Diagnose and resolve first-line technical issues across a range of technologies.
• Log, prioritise and manage tickets through to resolution in accordance with agreed service levels.
• Escalate incidents to 2nd and 3rd Line Engineers where appropriate.
• Provide remote support to end users across multiple client environments.
• Support user account administration, including onboarding and offboarding activities.
• Assist with the administration and support of Microsoft 365 environments.
• Troubleshoot desktop, laptop, mobile device, printer and connectivity issues.
• Maintain accurate and detailed ticket notes and technical documentation.
• Contribute to knowledge base articles and process improvements.
• Deliver a professional and customer-focused support experience at all times.

Required Skills and Experience

• Previous experience in an IT Support, Helpdesk or Service Desk environment.
• Working knowledge of Microsoft Windows 10 and Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Understanding of Active Directory and/or Microsoft Entra ID.
• Basic networking knowledge, including DNS, DHCP and TCP/IP.
• Experience supporting hardware, software and peripheral devices.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• A proactive and professional approach to customer service.

Desirable Skills

• Previous experience working within a Managed Service Provider (MSP).
• Exposure to Microsoft Intune and endpoint management technologies.
• Knowledge of Microsoft Azure and cloud-based technologies.
• Familiarity with cyber security best practices.
• Experience using PSA and RMM platforms.

Qualifications

• Relevant IT qualification or equivalent industry experience.
• Microsoft certifications desirable.
• Candidates should either hold, or be actively working towards, the Microsoft Certified: Copilot and Agent Administration Fundamentals (AZ-900) certification.
• Where not already achieved, successful completion of the AB-900 certification will be required during the probationary period.

What's on Offer

• Salary of £32,000 per annum.
• Hybrid working arrangement.
• Access to ongoing training and certification opportunities.
• Exposure to a broad range of modern Microsoft and security technologies.
• Opportunity to develop within a growing and technically focused organisation.
• Supportive team environment with clear career progression pathways.