MSP 1st Line Support Engineer

Back-end coding Front-end coding IT & computing Customer services Data scientist

Have you worked for an MSP? Do you have technical skills in Microsoft technologies (O365, Windows, Active Directory, Azure AD, Outlook), along with basic networking concepts? Are you passionate about IT support and looking for an opportunity to grow within a thriving MSP? If so, we would love to hear from you

Please only apply if you have worked in an MSP as this is an essential requirement for this job.

About The Role

As a 1st Line Support Engineer, you will be the first point of contact for our clients, providing technical assistance and ensuring the smooth operation of their IT systems. This role requires excellent customer service skills, a keen eye for problem-solving, and a proactive approach to IT support.

About the Client

We are a leading provider of IT, Cloud and Unified communications solutions, committed to delivering top-tier IT support and solutions to a diverse range of businesses. Located in the heart of London, we are proud to be only moments away from our clients. It's an exciting stage in our growth, and we're seeking a highly motivated 1st Line IT Support Engineer who shares our values to join our dynamic service desk team. This is an exciting opportunity to be part of a company offering excellent career development opportunities and exposure to the latest technologies. The right applicant will be given training to enable them to grow and thrive in this role.

Duties & Responsibilities

Your duties will include:

• Logging and managing support requests.
• Diagnose and resolve basic technical issues related to hardware, software, networks, and user accounts.
• Escalate more complex technical issues to 2nd and 3rd line support teams where necessary.
• Troubleshooting across a variety of hardware and software.
• Provide clear and effective communication to users, ensuring they are kept informed about issue resolution.
• Log and manage tickets within the service management system, ensuring all information is accurately recorded.
• Monitoring systems, performing repairs, upgrades, installations and other routine tasks.
• Assist with setting up and configuring new devices, user accounts, and software applications.
• Being the first point of contact for customers both in person and remotely, logging and resolving calls using the set procedures.
• Follow ITIL best practices and contribute to continuous improvement initiatives.

About You

• You'll be an enthusiastic problem solver with a strong passion for IT.
• You will have a broad range of technical skills, in Microsoft technologies (O365, Windows, Active Directory, Azure AD, Outlook), along with basic networking concepts.
• Familiarity with remote support tools and ticketing systems.
• As this role involves interacting with users directly, strong communication skills are essential, and a background in customer service is a welcome addition.
• Previous experience in a 1st line support or similar IT support role, preferably within an MSP environment will be beneficial.
• A proactive and enthusiastic attitude towards IT support.
• Ability to work both independently and as part of a team.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus.

What we Offer

• A dynamic and fast-paced working environment.
• Opportunities for career progression and professional development, through training courses and certification programs.
• Exposure to a wide range of technologies and industries.
• A supportive and collaborative team culture.
• Competitive salary (£25K-28K dependent on experience)
• A range of great benefits including company events, retail discounts, cycle scheme and pension scheme.