1St Line IT Support Analyst

Proactive Appointments; Camberley; Remote; GBP 21,000 - 27,000; Full time

Job summary

Proactive Appointments is seeking a Level 1 Service Desk Engineer to join our growing MSP team. This role is predominantly remote with occasional travel to Oxford and Guildford, supporting end users across a Microsoft-centric environment.

You will troubleshoot Windows, Microsoft 365, hardware, printers and basic networking, log tickets with clear documentation, and escalate complex issues when required, contributing to SLAs and a positive customer experience.

Qualifications

• Experience in a Level 1 Service Desk environment.
• Troubleshoot Microsoft-based technologies.
• Ticket-driven support experience.
• Strong customer-service mindset and communication skills.
• Willingness to travel occasionally to Oxford & Guildford.

Responsibilities

• Provide remote IT support to end users via phone and remote support tools.
• Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking.
• Log, manage and resolve tickets with clear documentation.
• Escalate complex issues to 2nd and 3rd line support as needed.
• Support user and device administration across Microsoft 365, Entra ID and Intune.
• Assist with onsite support, installations and project work when required.
• Maintain and update knowledgebase documentation.
• Ensure SLAs and quality standards are met.
• Identify and escalate potential security incidents.

Skills

Remote IT support

Windows troubleshooting

Microsoft 365

Entra ID

Intune

Hardware support

Basic networking

Remote support tools

Tools

Ticketing system

Remote support tools

Microsoft 365 admin center

Job description

Level 1 Service Desk Engineer

Primarily Remote | Oxford & Guildford Travel Required | Managed Services Provider

The Opportunity

An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team.

This is a primarily remote position, with occasional travel to Oxford and Guildford, working within a structured Level 0, Level 1 and Level 2 support environment.

The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users across a broad range of Microsoft technologies and enterprise environments.

This role is ideal for someone who is customer-focused, technically curious and keen to build a long-term career within a fast-paced Managed Services Provider (MSP).

Alongside technical ability, we highly value attitude, collaboration, problem-solving and excellent customer service.

What You’ll Be Doing

• Provide remote IT support to end users via phone and remote support tools
• Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
• Log, manage and resolve support tickets with clear and accurate documentation
• Escalate more complex issues to 2nd and 3rd Line Support where appropriate
• Support user and device administration across Microsoft 365, Entra ID and Intune
• Assist with onsite support, installations and project work when required
• Maintain and update technical knowledgebase documentation
• Ensure service levels (SLAs) and quality standards are consistently met
• Identify and escalte potential security incidents

Technical Environment

You’ll work across a broad Microsoft-focused technology environment, including:

• Microsoft Windows Desktop & Server
• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• Hardware & Peripheral Support
• Basic Networking
• Remote Support Technologies
• Enterprise IT Environments

What We’re Looking For

We’re looking for someone who combines solid technical troubleshooting skills with a strong customer-service mindset.

You’ll be well suited to this role if you are:

• Experienced in a Level 1 Service Desk / IT Support environment
• Confident troubleshooting Microsoft-based technologies
• Comfortable working in a ticket-driven support environment
• Able to communicate clearly with both technical and non-technical users
• Organised and able to prioritise competing support requests
• A proactive problem-solver who knows when to resolve and when to escape
• Keen to develop your technical skills and progress within an MSP environment
• A collaborative team player with a positive, professional attitude

Why Join?

This is an opportunity to join a growing Managed Services team where you'll gain exposure to a wide range of