1st Line Support

Salary: £28,000 - 28,000 per year

Requirements

• Experience in first line support (ideally within an MSP or IT services environment)
• Strong knowledge of Microsoft 365 (user admin and troubleshooting)
• Experience using a ticketing system
• Full UK driving license
• Excellent communication skills with a calm, professional approach
• Ability to follow structured processes and maintain accurate records
• Familiarity with ITIL or other IT service management frameworks (desirable)
• Experience working in structured or standards-driven environments (desirable)

Responsibilities

• Acting as the first point of contact for IT support queries
• Managing and resolving first-line incidents and service requests
• Logging, categorising, and updating tickets accurately
• Keeping customers informed with clear and timely updates
• Escalating more complex issues with structured handovers
• Supporting user administration tasks (e.g. joiners, movers, leavers)
• Identifying recurring issues and helping improve service efficiency
• Working within defined SLAs and established processes

Technologies

• Support
• ITIL
• Microsoft 365
• Office 365
• Ruby

More

We are a dynamic team located in Waterlooville, offering a structured and supportive environment for our 1st Line Support Engineers. We provide hybrid working options with 3 days in the office and 2 days remote. Our benefits include a company pension scheme, life assurance, private healthcare, a generous holiday allowance, additional leave for birthdays and Christmas, professional development opportunities, an employee assistance programme, volunteer days, on-site parking, and casual Fridays with breakfast and refreshments.

last updated 18 week of 2026