Job Description

Job Advert


Role Overview


We are seeking a proactive and customer-focused 1st Line Support Desk Engineer to join our growing IT MSP team. This role is ideal for someone with a passion for technology and a desire to grow their technical skills in a supportive and fast-paced environment. You will be the first point of contact for clients, providing initial support for a wide range of IT hardware and software issues.



Key Responsibilities

Act as the first point of contact for all incoming support requests via phone, email, and ticketing system. Log, categorise, and prioritise incidents and service requests in the ITSM system. Assign tickets from the unassigned queue to the appropriate team or engineer. Troubleshoot and resolve 1st line issues related to desktops, laptops, printers, mobile devices, and common software applications (e.g., Microsoft 365, Windows OS). Escalate complex issues to 2nd or 3rd line support teams as necessary. Maintain clear and accurate documentation of all support activities and resolutions. Deliver excellent customer service and maintain a high level of client satisfaction.

Professional Development

Participate in weekly proactive training sessions alongside 2nd and 3rd line engineers to build operational knowledge and hands-on experience. Engage in structured vendor training programmes to gain certifications relevant to the role. Dedicate time to developing skills in Microsoft Azure and other cloud technologies as part of a long-term career progression plan.


Essential Skills & Experience

Previous experience in a 1st line IT support role or similar customer-facing technical position. Strong understanding of Windows operating systems and Microsoft 365 applications. Basic knowledge of networking principles (DNS, DHCP, TCP/IP). Excellent communication and interpersonal skills. Ability to work independently and as part of a team. Strong organisational skills and attention to detail.


Desirable Qualifications

CompTIA A+, Microsoft Fundamentals, or similar entry-level IT certifications. Experience working in an MSP or multi-client environment. Exposure to ticketing systems such as Ninja, Zoho or Connect Wise. Familiarity with Azure Active Directory and cloud-based services.


What We Offer

A supportive and collaborative team environment. Clear career progression pathways into 2nd and 3rd line roles. Access to industry-recognised training and certification programmes. Flexible working arrangements and a healthy work-life balance. * Regular team events and employee recognition schemes.