1st Line IT Support Engineer

Gold Group Limited; Greater London; On-site; GBP 28,000 - 32,000; Full time

Benefits offered by this job

Gym membership

Vitality at Work benefits

Cycle to Work scheme

Team nights out

Job summary

Gold Group Limited in London is recruiting multiple 1st Line Support Engineers for an IT Managed Service Provider (MSP). The role requires 1-2 years in IT support within MSP/consultancy and relevant MS certifications.

The position offers hybrid working after probation and exams paid by the employer. Responsibilities include managing incidents, providing first-line support, and improving services with proactive problem management.

Qualifications

• 1-2 years experience in an IT support role within an MSP or consultancy
• MS Fundamentals certificates such as AZ104 / SC100 / M100
• Experience working to an ITIL framework in a service desk capacity
• Proficient in Windows Server 2016-2022
• Experience supporting Microsoft 365 (Email, SharePoint, OneDrive, Teams)
• Active Directory management experience
• Windows 10/11 OS support
• Apple macOS support experience
• Proficient with Microsoft Office Suite
• Familiar with backup technologies (DATTO, Acronis)
• Laptop/desktop and thin client support

Responsibilities

• Provide professional, customer-focused first-line support across the ticket lifecycle
• Record incidents, requests and problems with accurate detail per SLA
• Classify and prioritise calls per SLA and incident priority
• Diagnose and resolve incidents to restore normal service promptly
• Coordinate with third-party suppliers when needed
• Monitor and escalate incidents to other resolver groups as required
• Log, assign and track tickets and workloads for the team

Skills

MSP background

IT support experience

ITIL service desk

Windows Server 2016-2022

Microsoft 365 Support

Active Directory

Windows 10/11

Apple macOS support

Microsoft Office

Backup technologies (DATTO, Acronis)

Laptop/desktop/thin client support

Tools

DATTO

Acronis

Microsoft 365

Job description

1st Line Support Engineer £28,000 - £32,000 + Benefits + Hybrid Working + Paid exams London - Hybrid

I am recruiting in London for multiple 1st Line Support Engineers for a leading IT Managed Service Provider (MSP).

Must have 1-2 years experience within an IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with a MS Fundamental certificates like AZ104 / SC100 / M100 etc

5 days in office during the 6 month probation period and then hybrid thereafter

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.

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

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!

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 2016 - 2022


• 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 skills


• 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.