Job Description

Job summary

We're an MSP providing IT support to a range of business clients. We're looking for a customer-focused

1st Line IT Support Engineer

to deliver high-quality remote support and

onsite assistance when required

. You'll handle day-to-day user issues, troubleshoot common faults, complete service requests, and ensure tickets are progressed in line with agreed response times.

Full UK driving licence is essential

due to client site visits.

Key responsibilities

Provide 1st line support via phone, email, ticketing system, and remote tools Log, prioritise, and update support tickets with clear notes and customer updates Troubleshoot Windows 10/11 issues (performance, logins, user profiles, printers, applications) Support Microsoft 365: Outlook/Exchange basics, Teams, OneDrive/SharePoint fundamentals, account issues Manage day-to-day user administration: password resets, MFA, user/group access (Active Directory / Entra ID basics) Assist with onboarding/offboarding: account setup, device setup, permissions, and user guidance Carry out onsite visits for desk-side support, installs, hardware swaps, and troubleshooting Build/rebuild devices using standard images and documented processes Basic networking checks: Wi-Fi/LAN connectivity, VPN access, DNS/DHCP basics; capture diagnostics for faster resolution Follow security and verification processes and report suspicious emails/incidents promptly Maintain and improve documentation/knowledge base articles

Essential skills & experience

Experience in a 1st line IT support / service desk role (MSP experience preferred) Strong customer service and communication skills Working knowledge of: Windows 10/11 support Microsoft 365 (Outlook, Teams, OneDrive/SharePoint) Active Directory / Entra ID (Azure AD) basics Networking fundamentals (DNS, DHCP, VPN, Wi-Fi, TCP/IP) Confident managing tickets and prioritising workload to meet SLAs

Full UK driving licence

and willingness to travel to client sites as required

Desirable

Familiarity with RMM/remote support tools (e.g., NinjaOne, ConnectWise, Datto, Kaseya) Exposure to Intune and device management (basic) Certifications (or working towards): CompTIA A+/Network+, Microsoft Fundamentals, ITIL

Benefits

Competitive salary + benefits Training and development plan with clear progression Supportive team environment
Job Types: Full-time, Permanent

Pay: 26,000.00-30,000.00 per year

Benefits:

Company pension Referral programme
Application question(s):

Hold the following certification: Microsoft Certification - Office 365 Fundamentals
Education:

GCSE or equivalent (required)
Experience:

IT Support (MSP experience preferred): 2 years (required)
Licence/Certification:

Full UK driving licence (required)
Work Location: In person