1st Line IT Support Engineer

Salary: £28,000 - 32,000 per year

Requirements:

• We require 1-2 years of experience in an IT support role within an IT MSP or consultancy supporting external customers.
• We require experience working to an ITIL framework in a service desk capacity.
• We require Microsoft fundamentals or relevant certification knowledge such as AZ104, SC100 or M100.
• We require experience with Microsoft Windows Server.
• We require experience supporting Microsoft 365, including Email, SharePoint, OneDrive and Teams.
• We require experience with Active Directory management.
• We require support experience across Windows 10 and Windows 11 operating systems.
• We require Apple OS and Apple Mac support experience.
• We require experience with Microsoft Office Suite.
• We require exposure to backup technologies such as DATTO and Acronis.
• We require experience supporting laptops, desktops and thin clients.
• We require strong communication skills, proven client service skills and excellent telephone etiquette.
• We require a highly motivated, detail-oriented, can-do approach with the ability to work under pressure and flexibly.

Responsibilities:

• We provide professional, customer-focused support throughout the life cycle of each ticket and keep customers informed of progress.
• We record IT Incidents, Requests and Problems accurately and in line with Service Desk standards.
• We classify and prioritise calls according to the information provided and the Service Level Agreement.
• We investigate and diagnose incidents through first-line telephone support to restore normal service as quickly as possible.
• We liaise with third-party suppliers when needed, logging tickets and acting as a central point of contact.
• We monitor and track Incidents, Requests and Problems, escalating to resolver groups or line management where necessary.
• We log and assign tickets and help monitor workloads for other Service Desk team members.

Technologies:

• Active Directory
• Support
• ITIL
• Microsoft 365
• SharePoint
• Windows
• Office 365
• Hardware
• Network

More:

We are a leading IT Managed Service Provider recruiting multiple 1st Line Support Engineers in London. This is a hybrid role, with five days in the office during the six-month probation period and hybrid working thereafter. We offer a competitive salary of £28,000 to £32,000 plus benefits, paid exam fees toward role-relevant certifications, and a range of perks including gym membership, Vitality at Work rewards and benefits, a Cycle to Work scheme, quarterly team nights out and events, monthly games nights, pizzas, and breakfast on Wednesdays. Working hours are 7.5 hours per day on a fortnightly shift pattern, and annual leave starts at 20 days plus bank holidays, increasing with service, with your birthday off from 2025.

last updated 32 week of 2026