1st Line IT Support Engineer

Salary: £25,500 - 29,000 per year

Requirements

• Minimum 1 year of experience in an IT support or helpdesk role
• Experience supporting Windows 10/11
• Experience supporting Microsoft 365, including Outlook, Teams, SharePoint and Exchange
• Experience with Active Directory and user account administration
• Basic networking knowledge, including DNS, DHCP and TCP/IP
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to manage multiple support tickets effectively
• Experience working for an MSP is desirable
• Exposure to PSA and RMM systems such as Autotask, Datto, ConnectWise, Freshdesk, NinjaOne or Halo is desirable
• Exposure to Azure or Entra ID is desirable
• Experience with Windows Server 2016+ is desirable
• Understanding of backup solutions or endpoint security platforms is desirable
• IT certifications, preferably Microsoft certifications, are desirable
• A driving licence and access to a vehicle are required for participation in the on-call rota
• Right to work in the United Kingdom is required

Responsibilities

• Provide 1st line technical support across Microsoft 365, Windows 10/11, Windows Server and networking environments
• Diagnose and resolve technical issues relating to hardware, software and connectivity
• Log, update and manage tickets within our helpdesk system in line with SLAs
• Communicate effectively with customers via phone, email and remote support tools
• Escalate more complex issues to senior engineers where appropriate
• Maintain accurate technical documentation for customer systems
• Manage and prioritise our own workload effectively
• Contribute to maintaining high levels of customer satisfaction

Technologies

• Active Directory
• Azure
• Hardware
• Support
• Microsoft 365
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365
• Cloud

More

We are a growing Managed Service Provider based in Glasgow, delivering IT support to a wide range of businesses across Scotland and the UK. This is a full-time, permanent hybrid role based in Rutherglen, Glasgow, with rotating shifts between 7am and 7pm and shared weekend on-call support for a small subset of customers. We offer a competitive salary of £25,500 to £30,000 depending on experience, along with benefits including hybrid and remote working, company pension, birthday holiday, on-site parking, private healthcare after two years of service, private medical insurance, free parking, work from home, full support and funding for professional certifications, and ongoing training, development and progression opportunities. The role offers exposure to a wide range of technologies and environments, providing an excellent foundation for career growth into 2nd line or other roles within our business.

last updated 30 week of 2026