1st Line Support

Salary: £28,000 - 30,000 per year

Requirements:

• Experience supporting Windows desktop environments
• Experience supporting Apple/macOS desktop environments
• Microsoft 365 administration and troubleshooting experience, including Exchange Online
• Basic networking knowledge, including LAN, WAN, wireless and firewall concepts
• Experience using ticketing systems or PSA tools
• Strong communication skills, with the ability to communicate clearly, calmly and professionally with users at all levels
• Good attention to detail when documenting tickets, resolutions and customer communications
• Awareness of ITIL best practice, including incident management, service request fulfilment and problem management
• MSP experience is desirable but not essential
• Familiarity with Intune, Cisco Meraki or RMM tools is advantageous

Responsibilities:

• Provide high-quality first-line remote support to users across a varied client base via phone, email and ticketing systems
• Take ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughout
• Triaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirements
• Investigate and resolve desktop, Microsoft 365, connectivity, access, application and device-related issues
• Identify recurring issues and trends, and raise improvement opportunities with the team lead
• Escalate issues to senior engineers with clear details of troubleshooting completed and evidence gathered
• Maintain accurate ticket records, including notes, time entries and resolution details
• Create and update knowledge base articles and known fixes to improve first-time fix rates
• Attend client sites where required to resolve issues or support agreed service activities
• Work collaboratively with the team to share knowledge and contribute to continual service improvement

Technologies:

• Cisco
• Firewall
• Incident Management
• Support
• ITIL
• LAN
• macOS
• Microsoft 365
• Windows
• Office 365

More:

We are a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. We offer a friendly, collaborative culture with a genuine focus on people development, creating a fantastic environment to build your IT career. This is a hybrid role in Gloucester, with 2–3 days a week working from home. We provide a competitive salary reviewed in line with experience and performance, the option to purchase additional annual leave, private healthcare, a company pension, ongoing training and certification support, clear progression pathways, and exposure to a wide range of technologies, clients and projects. Our team environment is supportive and collaborative, with a strong focus on development.

last updated 36 week of 2026