Overview

We are working with a fast-growing, forward-thinking IT & Telecommunications Managed Service Provider delivering cutting-edge solutions to clients across multiple sectors. Our client's growth is powered by a relentless focus on customer service, innovation, and a supportive team culture. They are looking for a motivated 1st Line IT Support Engineer to be the first point of contact for technical queries — someone who loves solving problems and is passionate about technology.

As a 1st Line IT Support Engineer, you'll be the frontline hero for their customers, helping to resolve IT issues quickly and efficiently. You'll work across a wide range of technologies including Microsoft 365, Windows, networking, VoIP, and cloud platforms. This role is ideal for someone early in their IT career or looking to grow within a dynamic and supportive environment.

Responsibilities

• Respond to and resolve 1st line support tickets via phone, email, and remote tools
• Troubleshoot hardware, software, networking, and connectivity issues
• Log and track incidents using the service desk platform
• Escalate complex issues to 2nd/3rd line teams when required
• Assist with user account management (Active Directory, Microsoft 365)
• Deliver excellent customer service at all times
• Support internal documentation and knowledge base updates

Qualifications

• 12-24 months experience in a similar 1st line support or helpdesk role
• Strong knowledge of Windows OS, Microsoft 365, and basic networking
• Excellent communication and customer service skills
• Ability to prioritise and manage multiple tasks in a fast-paced environment
• A proactive, positive attitude and eagerness to learn
• Relevant certifications (e.g., CompTIA A+, Microsoft Fundamentals) are a plus