1st Line Engineer

IMT Resourcing Solutions; Cheltenham; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

Training and development

Career progression

Wellbeing support

Job summary

IMT Resourcing Solutions in Cheltenham is seeking an IT Support professional to provide first-line assistance across phone, email and remote tools. You will handle ticketing, diagnose issues and guide users through resolutions, with emphasis on Microsoft 365, Windows and cloud services.

The role requires good communication, customer service, and a proactive approach to learning and technology in a fast-paced MSP environment.

Qualifications

• Experience in IT Support/Service Desk/Helpdesk roles
• Knowledge of Windows and Microsoft 365
• Understanding of Active Directory and user account administration
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• Passion for technology and learning
• Experience in MSP environments
• Networking fundamentals: DNS, DHCP, TCP/IP
• Exposure to Azure or cloud technologies
• Experience with service desk and remote support tools

Responsibilities

• Provide 1st line technical support via phone, email and remote tools
• Log, prioritise and manage tickets through to resolution
• Troubleshoot hardware, software and connectivity issues
• Support Microsoft 365, Windows and cloud environments
• Assist with user account administration and access management
• Support device builds, deployments and onboarding activities
• Maintain accurate documentation and ticket records
• Escalate complex issues as needed
• Collaborate with customers and senior teams to meet SLAs

Skills

IT support experience

Customer service

Troubleshooting

Communication

Tools

Windows

Microsoft 365

Active Directory

Azure

DNS/DHCP/TCP-IP

Job description

Salary: £28,000 - 30,000 per year

Requirements:

• Previous experience within an IT Support, Service Desk or Helpdesk role
• Knowledge of Microsoft Windows and Microsoft 365
• Understanding of Active Directory and user account administration
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• A genuine passion for technology and learning
• Experience working within a Managed Service Provider (MSP)
• Understanding of networking fundamentals including DNS, DHCP and TCP/IP
• Exposure to Microsoft Azure or cloud technologies
• Experience using service desk and remote support tools

Responsibilities:

• Provide 1st line technical support via phone, email and remote support tools
• Log, prioritise and manage support tickets through to resolution
• Troubleshoot hardware, software and connectivity issues
• Support Microsoft 365, Windows and cloud-based environments
• Assist with user account administration and access management
• Support device builds, deployments and onboarding activities
• Maintain accurate documentation and ticket records
• Escalate more complex technical issues where required
• Work closely with customers and senior technical teams to maintain service levels and deliver a professional, responsive support experience

Technologies:

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

More:

We are an established and highly regarded Managed Service Provider based in Cheltenham, offering a salary of £28,000 to £32,000 and benefits including training and development, career progression, wellbeing support and a modern technology environment. This is an excellent opportunity to join our growing technical support team, gain exposure to a wide range of technologies and work alongside experienced engineers in a supportive, fast-paced MSP environment. We are a successful and expanding organisation with a strong reputation for delivering high-quality IT solutions and support services, and we value collaboration, continuous improvement and customer service excellence.

last updated 36 week of 2026