1st Line IT Support Engineer

Salary: £23,000 - 28,000 per year

Requirements:

• Previous experience in an IT support or customer service environment
• Excellent communication skills and a professional telephone manner
• Strong customer service mindset and willingness to help
• Basic troubleshooting knowledge of Windows 10/11
• Familiarity with Microsoft 365, including Outlook, Teams, and OneDrive
• Ability to follow processes, document work clearly, and manage multiple tasks
• A keen interest in IT and eagerness to learn
• Experience working in a Managed Service Provider environment is desirable
• Exposure to Active Directory or Entra ID user management is desirable
• Basic networking knowledge, including IP addressing, Wi-Fi, and connectivity, is desirable
• Relevant IT certifications or study toward them is desirable
• Ability to reliably commute to Littlehampton or plan to relocate before starting work
• Live within 20 miles of Littlehampton
• Right to work in the United Kingdom

Responsibilities:

• Act as the first point of contact for inbound support requests via phone, email, and our service desk
• Log, prioritise, and manage support tickets in line with our service desk processes
• Resolve 1st line issues across desktops, laptops, printers, and common software applications
• Provide remote support to end users and guide them through solutions in clear, non-technical language
• Escalate issues to 2nd line engineers where appropriate, ensuring clear and accurate handover notes
• Maintain accurate ticket updates, time recording, and documentation
• Assist with new user setups, device builds, and basic onboarding tasks
• Monitor alerts and respond to issues within our agreed skill set
• Contribute to a positive team environment and a consistently high standard of customer service
• Travel to client sites occasionally when required

Technologies:

• Active Directory
• Support
• Microsoft 365
• Windows
• Office 365

More:

We are Fentons Business IT Solutions, a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire since 2007. We pride ourselves on delivering a premium support experience and building long-term client relationships. This is a full-time, permanent 1st Line IT Support Engineer role based in Littlehampton, West Sussex, with a hybrid setup across home, office, and client sites. We offer a relaxed and friendly atmosphere with a professional approach, high-spec IT equipment for home working, a supportive team environment with mentoring from experienced engineers, structured learning and development, opportunities to progress into 2nd line and project-based work, and benefits including performance-related bonus, birthday day off, paid social events, increased holiday with service, annual salary reviews, mileage allowance, and training support.

last updated 30 week of 2026