1st Line Support Engineer

Salary: £30,000 - 33,000 per year

Requirements

• Enthusiastic problem solver with a strong passion for IT
• Broad range of technical skills in Microsoft technologies (O365, Windows, Active Directory, Azure AD, Microsoft Apps)
• Basic networking concepts knowledge
• Familiarity with remote support tools and ticketing systems
• Strong communication skills and background in customer service
• Previous experience in a 1st line support or similar IT support role within an MSP environment
• Proactive and enthusiastic attitude towards IT support
• Ability to work both independently and as part of a team
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus
• Available to work from the office or clients site, 5 days a week

Responsibilities

• Diagnose and resolve basic technical issues related to hardware, software, networks, and user accounts
• Escalate more complex technical issues to 2nd and 3rd line support teams when necessary
• Provide clear and effective communication to users, ensuring they are informed about issue resolution
• Log and manage tickets within the service management system, ensuring all information is accurately recorded
• Monitor systems, perform repairs, upgrades, installations, and other routine tasks
• Assist with setting up and configuring new devices, user accounts, and software applications
• Be the first point of contact for customers both in person and remotely, logging and resolving calls using the set procedures
• Follow ITIL best practices and contribute to continuous improvement initiatives

Technologies

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• ITIL
• Windows
• Office 365

More

We are a leading provider of IT, Cloud, and Unified communications solutions, committed to delivering top-tier IT support to a diverse range of businesses. Located in the heart of London, we offer a vibrant and dynamic work environment. We are seeking a highly motivated 1st Line IT Support Engineer to join our dynamic service desk team, offering excellent career development opportunities and exposure to the latest technologies. The position comes with a competitive salary of £30,000 - £33,000 DOE, along with a range of benefits including company events, retail discounts, cycle scheme, and pension scheme.

last updated 19 week of 2026