1st Line Engineer

IMT Resourcing Solutions; Gloucester; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Training & development

Career progression

Wellbeing support

Modern technology environment

Job summary

IMT Resourcing Solutions in Cheltenham is seeking a proactive 1st Line IT Support Engineer to join our growing service desk in a fast-paced MSP environment.

You will handle tickets via phone, email and remote tools, support Windows and Microsoft 365, manage user accounts, and contribute to documentation while developing your skills and progressing with industry certifications.

Qualifications

• Previous experience in IT Support, Service Desk or Helpdesk roles.
• 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.

Responsibilities

• Provide 1st line technical support via phone, email and remote 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 complex issues where needed.

Skills

IT Support

Windows 365

Active Directory

Troubleshooting

Communication

Passion for learning

Service desk tools

Tools

Service desk tools

Job description

1st Line IT Support Engineer
Location: Cheltenham
Salary: £28,000 £32,000
Benefits: Training & development, career progression, wellbeing support, modern technology environment

Our client, an established and highly regarded Managed Service Provider, is looking to hire a 1st Line IT Support Engineer to join their growing technical support team in Cheltenham.
This is an excellent opportunity for an ambitious IT professional looking to develop their career within a supportive and fast-paced MSP environment. You'll gain exposure to a wide range of technologies, support a diverse client base, and work alongside experienced engineers who are passionate about delivering exceptional service.

What You'll Do:

• 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

You’ll work closely with both customers and senior technical teams to ensure service levels are maintained and clients receive a professional and responsive support experience.

What We're Looking For:

• 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

Desirable Experience

• 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

Why Join?

Develop Your Career This organisation is committed to supporting employee development through ongoing training, mentoring and opportunities to gain industry‑recognised certifications.
Diverse Technology Exposure You’ll gain hands‑on experience across a broad range of technologies and customer environments, accelerating your technical growth and career progression.
Supportive Team Environment Join a collaborative team where knowledge sharing, continuous improvement and customer service excellence are highly valued.
Growing Business Become part of a successful and expanding organisation with a strong reputation for delivering high-quality IT solutions and support services.