1st Line IT Support Engineer

Salary: £27,000 - 27,000 per year

Requirements

• 1+ years of experience in a 1st line IT support or similar technical role
• Confident supporting Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID/Azure AD)
• Working knowledge of Windows 10/11 and Windows Server environments
• Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPNs, Firewalls)
• Strong communication skills — able to explain technical issues clearly to non-technical users
• A positive, customer-first attitude and a genuine passion for technology
• Desirable: Experience working in an MSP environment
• Desirable: Familiarity with a helpdesk or ticketing platform (e.g. ConnectWise, HaloPSA, Autotask)
• Desirable: Microsoft certifications (e.g. MS-900, AZ-900) or actively working towards them
• Desirable: Experience with RMM tools (e.g. N-able, NinjaRMM, CW RMM)

Responsibilities

• Managing and resolving 1st line support tickets via our helpdesk platform, working to defined SLAs
• Providing remote IT support to 50+ SME clients across a variety of industries
• Troubleshooting issues across Microsoft 365, Windows 10/11, Windows Server, and networking
• Onboarding new client users and devices — setting up accounts, laptops, and peripherals
• Escalating complex issues to 2nd/3rd line engineers with clear, detailed documentation
• Communicating proactively with clients to keep them updated on ticket progress
• Contributing to our internal knowledge base so the whole team benefits from your solutions

Technologies

• Azure
• Support
• Microsoft 365
• SharePoint
• TCP/IP
• Windows
• Office 365
• Cloud

More

We are Your IT Department Ltd, a leading Managed Service Provider located in Eastwood, Nottinghamshire. We offer a permanent, full-time position for a 1st Line IT Support Engineer with a salary of £27,000 plus a performance bonus. Our team is dedicated to fostering a supportive environment that promotes growth through fully funded certifications and offers a structured pathway to advanced roles. We champion a hybrid working model, allowing you to balance your time between office and remote work. Our benefits include a healthcare cash plan, employee pension contributions, and regular social events, ensuring you are well-supported and valued as part of our team.

last updated 15 week of 2026