1st Line Service Desk Engineer

Job Title:1st Line Support Desk Engineer
Department:Service Desk
Location:Millgate Office, Vantage Drive, Sheffield, S9 1RG
Reports To:Head of Technical
Salary:
Contract Type:Full-Time, Permanent

Role Overview

We are seeking a proactive and customer-focused 1st Line Support Desk Engineer to join our growing IT MSP team. This role is ideal for someone with a passion for technology and a desire to grow their technical skills in a supportive and fast-paced environment. You will be the first point of contact for clients, providing initial support for a wide range of IT hardware and software issues.

Key Responsibilities

• Act as the first point of contact for all incoming support requests via phone, email, and ticketing system.
• Log, categorise, and prioritise incidents and service requests in the ITSM system.
• Assign tickets from the unassigned queue to the appropriate team or engineer.
• Troubleshoot and resolve 1st line issues related to desktops, laptops, printers, mobile devices, and common software applications (e.g., Microsoft 365, Windows OS).
• Escalate complex issues to 2nd or 3rd line support teams as necessary.
• Maintain clear and accurate documentation of all support activities and resolutions.
• Deliver excellent customer service and maintain a high level of client satisfaction.

Professional Development

• Participate in weekly proactive training sessions alongside 2nd and 3rd line engineers to build operational knowledge and hands-on experience.
• Engage in structured vendor training programmes to gain certifications relevant to the role.
• Dedicate time to developing skills in Microsoft Azure and other cloud technologies as part of a long-term career progression plan.
• Previous experience in a 1st line IT support role or similar customer-facing technical position.
• Strong understanding of Windows operating systems and Microsoft 365 applications.
• Basic knowledge of networking principles (DNS, DHCP, TCP/IP).
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong organisational skills and attention to detail.

Desirable Qualifications

• CompTIA A+, Microsoft Fundamentals, or similar entry-level IT certifications.
• Experience working in an MSP or multi-client environment.
• Exposure to ticketing systems such as Ninja, Zoho or Connect Wise.
• Familiarity with Azure Active Directory and cloud-based services.

What We Offer

• A supportive and collaborative team environment.
• Clear career progression pathways into 2nd and 3rd line roles.
• Access to industry-recognised training and certification programmes.
• Flexible working arrangements and a healthy work-life balance.
• Regular team events and employee recognition schemes.