1st Line Support Engineer

Salary: £28,000 - 30,000 per year

Requirements:

• Previous experience in a 1st Line / Service Desk role, with MSP experience preferred
• Strong customer service and communication skills
• Basic knowledge of Windows 10/11
• Basic knowledge of Microsoft 365
• Basic knowledge of Active Directory user management
• Good troubleshooting and problem-solving ability
• Ability to prioritise workload and work under pressure
• Ideally, experience working within an MSP environment
• Knowledge of networking fundamentals such as DNS, DHCP, and TCP/IP
• Exposure to cloud platforms such as Azure or Microsoft 365
• Industry certifications such as CompTIA or Microsoft certifications

Responsibilities:

• Act as the first point of contact for clients via phone, email, and ticketing system
• Log, categorise, and prioritise incidents and service requests
• Communicate clearly with users, providing updates and managing expectations
• Deliver excellent customer service and maintain strong client relationships
• Perform initial diagnostics and troubleshooting on common issues
• Resolve first-line queries relating to Windows OS, basic server environments, Microsoft 365, hardware, and basic networking issues
• Guide users through step-by-step fixes where appropriate
• Carry out routine tasks such as password resets and user account support
• Ensure all tickets are fully documented and updated in the ITSM system
• Monitor and manage ticket queues to meet SLA targets
• Identify recurring issues and contribute to problem management
• Escalate complex or unresolved issues to 2nd/3rd line support

Technologies:

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• ITSM
• Microsoft 365
• TCP/IP
• Windows
• Office 365
• SharePoint

More:

We are an MSP-based team supporting multiple external clients from our East Sussex location. We offer the opportunity to work in a fast-paced service desk environment where we value strong customer service, clear communication, and efficient issue resolution. You will join our team as a 1st Line Support Engineer, helping us deliver reliable IT support and maintain high service standards in line with SLAs. The role is based in East Sussex, and applicants are asked to include their location and phone number in their application.

last updated 31 week of 2026