1st Line IT Support Engineer

About the role

We are looking for a motivated 1st Line IT Support Engineer to join a leading Managed Service Provider in London. You will be the first point of contact for external customers, handling technical incidents and contributing to the continuous improvement of our managed services.

Key responsibilities

• Provide professional, customer‑focused support throughout the ticket lifecycle.
• Record, classify and prioritize incidents, requests and problems in line with SLA targets.
• Investigate, diagnose and resolve technical issues on Windows Server, Microsoft 365, Active Directory, Windows 10/11, macOS and related applications.
• Support backup solutions (DATTO, Acronis) and maintain laptop, desktop and thin‑client environments.
• Communicate progress to customers and manage expectations effectively.
• Contribute to proactive service improvements and knowledge sharing.

Required profile

• 1‑2 years experience in an IT support role within an MSP or consultancy.
• Familiarity with the ITIL framework and service‑desk processes.
• Possession of or willingness to obtain Microsoft fundamentals certifications (e.g., AZ104, SC100, M100).
• Highly motivated with strong attention to detail and excellent communication skills.
• Ability to work under pressure, adapt flexibly and maintain professional telephone etiquette.

Required skills

• Microsoft Windows Server
• Microsoft 365 (Email, SharePoint, OneDrive, Teams)
• Active Directory
• Windows 10
• Windows 11
• macOS / Apple Mac support
• Microsoft Office Suite
• DATTO backup
• Acronis backup
• Laptop, desktop and thin‑client support
• ITIL framework
• AZ104 certification
• SC100 certification
• M100 certification

What we offer

• Hybrid working model after a 6‑month probation (5 days onsite, then hybrid).
• 7.5‑hour day on a fortnightly shift pattern (various start times).
• 20 days holiday plus bank holidays; extra day after 3 years of service.
• Birthday off from 2025.
• Gym membership, Vitality at Work, Cycle‑to‑Work scheme.
• Quarterly team events, monthly games night with pizza, and Wednesday breakfasts.
• Fully paid exams for relevant certifications.