1st Line Support Engineer

Salary: £25,000 - 28,000 per year

Requirements

• Previous experience in a 1st Line Support or IT Support role
• MSP experience is desirable but not essential
• Strong communication skills and a customer-focused approach
• Good problem-solving skills and attention to detail
• A positive attitude and willingness to learn
• Ability to work well as part of a team in a busy service desk environment

Responsibilities

• Acting as the first point of contact for incoming support requests via phone, email, and ticketing system
• Providing remote 1st Line support to external clients
• Logging, prioritising, and managing tickets in line with SLAs
• Troubleshooting common desktop, user, and Microsoft 365 issues
• Carrying out password resets, account creation, and basic Active Directory tasks
• Supporting Windows desktop environments
• Escalating issues to 2nd Line where required, with clear documentation
• Updating system notes and maintaining accurate records
• Working collaboratively with the wider service desk team to ensure issues are resolved efficiently

Technologies

• Active Directory
• Support
• Microsoft 365
• Windows
• Office 365
• Exposed
• SharePoint

More

We are a well-established Managed Service Provider located in Rochester, offering a supportive environment that values training and development. Our team is committed to helping you grow your technical skills and advance your career. In this office-based role, you will have the opportunity to gain exposure to a wide range of technologies and work in a friendly, collaborative culture. We have clear opportunities for progression beyond the 1st Line Support position.

last updated 14 week of 2026