1st Line IT Support Engineer

Gold Group; City Of London; On-site; GBP 23,000 - 28,000; Full time

Job summary

An award-winning IT Managed Service Provider in London seeks a 1st Line Support Engineer. This role involves managing customer technical issues and providing professional support through the ticket lifecycle. Candidates should have 1-2 years of IT support experience and relevant certifications like AZ-900 or SC-900. Competitive benefits include gym membership and training for certifications.

Benefits

Gym membership

Vitality at Work Business rewards

Cycle to Work scheme

Quarterly team events

Qualifications

• 1-2 years experience within an IT Support role in an IT MSP.
• AZ-900 or SC-900 certification preferred.

Responsibilities

• Provide professional and customer-focused service during ticket lifecycle.
• Record and classify IT incidents, requests, and problems.
• Investigate incidents by providing first line support.
• Liaise with third party suppliers as necessary.
• Log and assign tickets for Service Desk team members.

Skills

MSP background

Experience of working to an ITIL framework

Microsoft Windows Server

Microsoft 365 Support

Active Directory Management

Windows 10, 11 Support

Apple OS support

Microsoft Office Suite

Backup Technologies

Job description

1st Line Support Engineer

Up to 28,000 DOE

London

I am recruiting in London for a 1st Line Support Engineer for a award winning IT Managed Service Provider (MSP).

You must have 1-2 years experience within an IT Support role within an IT MSP, along with either AZ-900 or SC-900

As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.

1st Line Support Engineer Benefits:

Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)

Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)

Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!

Exams towards certifications relevant for your role fully paid for by my client!

1st Line Support Engineer Experience:

• MSP background
• 1-2 years proven experience in an IT support role
• Experience of working to an ITIL framework in a service desk capacity
• Microsoft Windows Server (Apply online only)
• Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
• Active Directory Management
• Windows 10, 11 Operating System Support
• Apple OS and Apple Mac support experience
• Microsoft Office Suite
• Backup Technologies such as DATTO, Acronis
• Laptop/desktop and thin client support

Personal Skills:

• Highly Motivated
• Can do attitude
• Attention to detail
• Excellent communication
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required
• Good telephone etiquette

1st Line Support Engineer Responsibilities:

• Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
• Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
• Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
• Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
• Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
• Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
• Log and assign tickets and monitor workloads for the other Service Desk team members.

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