1st Line IT Helpdesk Engineer

Salary: £27,000 - 30,000 per year

• At least 6–12 months experience in an IT helpdesk or service desk role; MSP experience is a bonus
• Good working knowledge of Microsoft 365 and basic user administration
• Familiarity with Entra ID (Azure AD) or Active Directory for managing users and groups
• Experience supporting Windows 10/11 in a business environment
• Basic understanding of networking concepts such as IP addresses, DNS and Wi-Fi
• Excellent communication skills and a calm, professional manner
• Ability to manage a busy ticket queue and prioritise tasks
• Full UK driving licence and willingness to travel to customer sites when required
• Desirable: exposure to Intune or device management, awareness of MFA and basic security best practice, experience with remote support tools, and awareness of ITIL principles
• Relevant certifications, or willingness to work towards them, such as MS-900, CompTIA A+ or MD-102

• Act as the first point of contact for customers by phone, email and ticketing system, logging and resolving incidents within agreed SLAs
• Provide first-line support for Microsoft 365, including Outlook, Teams, SharePoint and OneDrive
• Carry out user administration in Entra ID and Microsoft 365, including setting up new starters and leavers, assigning licences and managing group membership
• Handle password resets, MFA registration and basic sign-in issues
• Support Windows 10/11 laptops and desktops, Office apps, printers and peripherals, mainly remotely
• Carry out basic checks for Wi-Fi, internet and VPN connectivity issues
• Escalate unresolved issues to 2nd Line with clear notes about the problem and steps already taken
• Keep customers updated throughout the life of a ticket and ensure tickets are accurately recorded and closed
• Follow documented procedures and help maintain knowledge base articles
• Occasionally attend customer sites for equipment setup and hands-on support

• Active Directory
• Azure
• Support
• ITIL
• Microsoft 365
• Security
• SharePoint
• VPN
• Windows
• Office 365
• Cloud

More:

We are recruiting a full-time, permanent 1st Line IT Support Engineer for our growing IT managed services provider and Managed Services team in the Bristol area. The salary is £27,000–£30,000. This opportunity is suited to someone early in their IT career who wants to develop Microsoft 365 and Entra ID skills in a supportive environment. We offer structured training, certification support and a clear progression path to 2nd Line.

last updated 44 week of 2026