1st Line Engineer

PlanetRecruitment; Abingdon; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

25+ Days Holiday and rising (plus bank

Electric Vehicle Scheme

Cycle Scheme

Discounted Gym Membership

Paid Charity Day

Car Parking

Job summary

PlanetRecruitment is seeking an IT Support Analyst in Abingdon to join a leading technology specialist with recognised workplace excellence. The role focuses on Tier 1 support for MSP clients, managing incidents, and ensuring escalations are handled promptly.

You will be the first contact for support, logging requests, maintaining ticket SLAs, and contributing to continuous improvement while working in a collaborative, high-performance environment.

Qualifications

• 1+ year of IT experience is required.
• Experience supporting Windows 11 and MacOS environments.
• Exposure to Microsoft 365 account setup.
• Basic hardware knowledge (desktop and laptop).
• Excellent troubleshooting and problem-resolution skills.
• Ability to work independently under pressure.
• Commitment to continuous improvement.

Responsibilities

• Be the first point of contact for all IT support calls and emails.
• Log and track tickets, and keep clients updated.
• Resolve incidents within defined SLAs for MSP clients.
• Support the MSP client base and assist Tier 1 with improvements.
• Escalate tickets to the Tier 1 Manager when needed.
• Maintain desktop asset records and configurations.

Skills

Learn on your feet

Windows 11 support

MacOS support

Microsoft 365 setup

Hardware basics

Troubleshooting

Independent work

1 year IT experience

MSP Experience

Job description

Salary: GBP25000 - GBP30000 per annum

Location: Abingdon

• 25+ Days Holiday and rising (plus bank holidays)
• Electric Vehicle Scheme
• Cycle Scheme
• Discounted Gym Membership
• Paid Charity Day
• Car Parking

Come and work for one of the UK’s leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. We were also ranked as the #1 Technology Company to Work For in the UK, reflecting our culture, our people, and our commitment to being an employer of choice.

Primary Purpose:

The Tier 1 team are tasked with supporting, investigating, and resolving our MSP client’s IT-related systems and making sure all issues are dealt with in a timely fashion.

Key Responsibilities:

• Being the first point of contact for all incoming support calls, emails, and sessions
• Ensuring all forms of support call are logged in the system and the client is kept updated
• Manage incident and request tickets ensuring established SLAs are met
• Provide support to our entire MSP client base
• Help the Tier 1 with continued business improvements
• Manage the clients’ expectations with ongoing tickets
• Inform the Tier 1 Manager of any tickets requiring escalation, to other teams
• Communicate daily to clients with open tickets
• Adhere to all company policies and procedures
• Ensuring that all role related KPI’s are met
• Log, manage and resolve MSP client IT issues
• Maintain desktop asset register and configurations
• Undertake any other reasonable duties, as required, to meet the needs of the business

Minimum:

• Ability to learn on your feet
• Experience in supporting Windows 11 and MacOS environments
• Exposure to Microsoft 365 account setup
• Basic computer hardware exposure – desktop & laptop
• Excellent troubleshooting and problem resolution skills
• Positive attitude to work
• Strive to continuous improvement
• Able to work independently under pressure
• Minimum of 1-year IT experience
• Certification in any of the following technologies
• o Windows Desktop
• o Mac OS
• o Microsoft 365 (MS-900)
• Driving license and own transport
• Microsoft MTA or equivalent
• MSP Experience (advantageous)

INDIT