1st Line Support Engineer

About the role

We seek a passionate individual to join our team looking to progress their expertise and knowledge. As a 1st Line Support Engineer, you will be the first point of contact for resolving IT issues and providing outstanding customer service.

Key responsibilities

• Answer support queries via phone, email and the ticketing system.
• Troubleshoot and resolve hardware, software, and network issues.
• Handle helpdesk tickets remotely.
• Assist users with login problems, password resets, and application issues.
• Own and resolve 1st line tickets in line with SLA/KPI targets.
• Provide regular updates to clients on ticket progress.
• Perform ad‑hoc tasks as requested.
• Work independently and as part of a team to ensure a smooth client experience.
• Deliver an exceptional customer experience on budget and profitably.
• Assess security, integrity, and availability of services.

Required profile

• Strong customer‑service mindset with excellent communication skills.
• Flexibility and adaptability to changing requirements.
• Effective task and time management.
• MSP experience and relevant IT qualification (e.g., CompTIA A+ or Microsoft certification) desirable.
• Experience with Microsoft Windows, macOS, Microsoft Office, Microsoft 365, Active Directory, and basic networking principles.

Required skills

• Microsoft Windows
• macOS
• Microsoft Office (Word, Excel, Outlook)
• Microsoft 365
• Active Directory administration
• Networking fundamentals (IP addressing, DNS, DHCP)
• Remote access troubleshooting

What we offer

• 33 days annual leave (including bank holidays), increasing up to 40 days with service.
• Access to on‑demand IT courses, practice tests and virtual labs.
• Bupa Employee Assistance Programme for you and your family.
• Cycle‑to‑Work scheme.
• Vendor pricing for personal IT hardware and software.
• Microsoft Workplace Discount Programme.
• Regular social events, team‑building activities and a refer‑a‑friend bonus scheme.