1st Line Engineer – IT Managed Services

About the role

Our client, a leading IT Managed Services provider, is looking for a motivated 1st Line Engineer to join their permanent team in Central London. You will deliver first‑line support to a diverse portfolio of clients across London and the Home Counties, with the chance to progress to 2nd and 3rd line responsibilities.

Key responsibilities

• Provide 1st (and occasional 2nd) line support by remotely troubleshooting, resolving and escalating incidents.
• Answer service‑desk calls and log tickets in the PSA system.
• Communicate ticket status and expected resolution times clearly to customers.
• Produce and maintain accurate technical documentation.
• Assist with the deployment of client and internal projects when required.

Required profile

• Previous experience in a 1st line support role, preferably within an IT services environment.
• Strong customer‑service orientation with the ability to explain technical concepts in plain language.
• Excellent troubleshooting, analytical and problem‑solving abilities.

Required skills

• Windows 10 and Windows 11.
• Microsoft Office.
• Microsoft 365 suite – Exchange Online, SharePoint, Teams, OneDrive.
• Mobile device support.
• Basic hardware knowledge.

What we offer

• Salary up to £32,000 per annum (depending on experience).
• Funding for further training and certifications.
• Standard office hours with a hybrid working model (1 day per week WFH).
• Collaborative and fun team environment.