1st Line Engineer

Set2Recruit; Preston; On-site; GBP 25,000 - 28,000; Full time

Benefits offered by this job

Company bonus

Job summary

Preston, Lancashire is hosting a 1st line IT support role for a recent IT apprenticeship graduate. Based onsite in Preston, this position offers an entry route into Microsoft 365 support and wider IT infrastructure, with clear progression to 2nd line.

You'll diagnose and resolve 1st line issues, handle tickets via a helpdesk system, configure devices, manage user accounts in Active Directory/Microsoft Entra ID, and work with a friendly team that supports your development and certifications.

Qualifications

• Completed IT apprenticeship or Level 3 IT Support Technician equivalent.
• Basic working knowledge of Microsoft 365 and Windows environments.
• Good communication and a methodical approach to troubleshooting.

Responsibilities

• Respond to inbound support tickets, calls and emails in a professional and timely manner.
• Diagnose and resolve 1st line IT issues across hardware, software and connectivity.
• Support users across Microsoft 365 including Outlook, Teams, SharePoint and OneDrive.
• Set up and configure laptops, desktops and mobile devices.
• Manage user accounts and permissions via Active Directory and Microsoft Entra ID.
• Escalate complex issues to 2nd line where required.
• Keep tickets updated and well-documented throughout resolution.

Skills

IT Support

Microsoft 365

Windows

Communication skills

Problem-solving

Willing to learn

Education

Level 3 IT Support Technician

Tools

Active Directory

Microsoft Entra ID

Job description

Preston, Lancashire | £25,000 – £28,000 | Managed Service Provider

All applicants must have the right to work in the UK and have a full UK driving license

This role is based onsite in Preston this is not a remote role.

About Our Client

Our client is a well-established Managed Service Provider based in Preston, delivering IT support and Microsoft-focused solutions to a growing portfolio of business clients. They have a strong team culture and a real commitment to developing their people.

The Role

This is a fantastic opportunity for someone who has recently completed an IT apprenticeship or who has left college studying computing, ready to take their first step into a full-time support role. You'll be the first point of contact for clients experiencing IT issues, working through a helpdesk ticketing system to diagnose, troubleshoot and resolve problems across Microsoft 365 and wider IT infrastructure.

You'll be supported by a friendly and experienced team, with clear progression routes into 2nd line and beyond as your skills develop.

What You'll Be Doing

• Responding to inbound support tickets, calls and emails from clients in a professional and timely manner
• Diagnosing and resolving 1st line IT issues across hardware, software and connectivity
• Supporting users across Microsoft 365 — including Outlook, Teams, SharePoint and OneDrive
• Setting up and configuring laptops, desktops and mobile devices
• Managing user accounts and permissions via Active Directory and Microsoft Entra ID
• Escalating complex issues to 2nd line support where required
• Keeping tickets updated and well-documented throughout the resolution process
• Contributing to a positive client experience with every interaction

What We're Looking For

• A completed IT apprenticeship or equivalent — Level 3 IT Support Technician or similar
• A genuine passion for technology and helping people
• Basic working knowledge of Microsoft 365 and Windows environments
• Good communication skills — you'll be talking to clients daily
• A methodical approach to problem-solving
• Eagerness to learn and develop within a supportive MSP environment
• Any Microsoft certifications (e.g. AZ-900, MS-900) are a bonus but not essential

The Package

• Clear progression path into 2nd line support
• Microsoft training and certification support
• Friendly, team-focused environment
• Company bonus