1st Line Engineer - IT Managed Services

Context Recruitment; England; Hybrid; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Training and certification funding

Job summary

A leading IT Managed Service Provider is seeking a motivated 1st Line Engineer to provide customer support. This permanent role offers exposure to varied IT systems, from troubleshooting to project duties, while ensuring excellent service for clients in London. The ideal applicant will have experience in a support role and strong skills in Windows and Microsoft 365. Offering a salary up to £30,000 and opportunities for training and certification funding, this position includes a hybrid work model with remote work on Fridays.

Qualifications

• Experience in a 1st line role, preferably in IT Services.
• Ability to explain technical terms in simple language.
• Basic hardware knowledge.

Responsibilities

• Provide remote troubleshooting and resolution of IT incidents.
• Log service desk tickets on PSA software.
• Maintain communication with customers about ticket statuses.
• Produce accurate technical documentation.
• Assist with project deployments as needed.

Skills

Customer service skills

Troubleshooting skills

Analytical skills

Problem-solving skills

Tools

Windows 10/11

Microsoft Office

Microsoft 365

PSA software

Mobile devices

Job description

1st Line Engineer – IT Managed Services – London

A leading IT Managed Service Provider based in London seeks a motivated, technically driven 1st Line Engineer for a permanent role. With over 20 years of experience, the company delivers a wide range of IT services to clients across London and the Home Counties.

In this position you will work within a dynamic team providing 1st line support for a variety of client and internal systems. You will gain exposure to 2nd and 3rd line work and project duties over time, while maintaining an exemplary level of customer service.

Responsibilities

• Provide 1st (and some 2nd) line support by remotely troubleshooting, resolving and escalating incidents
• Answer service desk calls and log tickets on PSA (Professional Services Automation) software
• Provide clear, regular communication with customers about ticket status and expected resolution times
• Produce and maintain accurate technical documentation
• Assist with the deployment of client‑ and internal‑projects when required

Requirements

• Previous experience in a 1st line role, ideally within an IT Services environment
• Excellent customer‑service skills and the ability to explain technical terms in plain language
• Strong troubleshooting, analytical and problem‑solving skills
• Experience with Windows 10/11, Microsoft Office, Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive) and mobile devices
• Basic hardware knowledge

Pay: Up to £30,000 per annum, depending on experience, plus benefits including training and certification funding.

Working hours: Standard office hours at Central London office. One day per week (usually Friday) is remote work.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Information Technology