1st Line IT Support Engineer

SER Limited; Horsham; On-site; GBP 27,000 - 33,000; Full time

Benefits offered by this job

Fully funded training

Industry certifications

Examination costs covered

Career progression opportunities

Job summary

SER Limited in Horsham is seeking a 1st Line IT Support Engineer to join a growing MSP, offering hands-on exposure to a range of IT environments and a clear path to certification.

You will provide frontline support, help diagnose issues, and contribute to customer service excellence while developing technical skills through funded training and recognised certifications.

Qualifications

• Experience in IT Support, Service Desk or 1st Line Support.
• Good understanding of Windows operating systems and Microsoft technologies.
• Basic knowledge of Active Directory and Group Policy.
• Understanding of networking fundamentals, including DNS and DHCP.
• Experience troubleshooting hardware, software and workstation issues.
• Interest in developing knowledge of Windows Server, virtualization and networking.
• Strong communication and customer service skills.
• Microsoft or networking certifications would be advantageous but are not essential.

Responsibilities

• Provide 1st Line technical support to clients via telephone, email and face-to-face.
• Diagnose and troubleshoot technical issues, escalate complex problems.
• Support end users with day-to-day IT issues across client environments.
• Assist with Active Directory administration, user accounts and permissions.
• Troubleshoot workstation, software and hardware issues.
• Support networking environments, including routers, switches and wireless access points.
• Update the ticketing system accurately with incidents and actions.
• Collaborate with IT Manager and team to resolve recurring issues.
• Continuously developing technical knowledge across IT technologies.
• Deliver excellent customer service at all times.

Skills

Windows OS

Active Directory

Networking fundamentals

Customer service

Troubleshooting hardware/software

Job description

1st Line IT Support Engineer

Salary: Up to £30,000 DOE

Location: Horsham

The Opportunity

Are you looking to kick-start or take the next step in your IT career with a growing Managed Service Provider?

We're working with an ambitious and expanding MSP that has enjoyed year-on-year growth since launching eight years ago. Providing fully managed IT, communications and print services to businesses across the UK, they're now looking to welcome a motivated 1st Line IT Support Engineer to their technical team.

This is a fantastic opportunity for someone with a passion for technology who wants to build their technical knowledge, gain industry-recognised certifications and progress their career within a supportive and hardworking environment.

With a salary of up to £30,000, alongside fully funded training and examinations, this business is committed to investing in your development.

Key Responsibilities

• Providing 1st Line technical support to clients, responding to hardware and software queries via telephone, email and face-to-face.
• Diagnosing and troubleshooting technical issues, identifying solutions and escalating more complex problems where necessary.
• Supporting end users with day-to-day IT issues across a variety of client environments.
• Assisting with Active Directory administration, user accounts and permissions.
• Troubleshooting workstation, software and hardware-related issues.
• Supporting networking environments, including routers, switches and wireless access points.
• Updating the ticketing system accurately, ensuring all incidents and actions are recorded.
• Working alongside the IT Manager and wider technical team to resolve recurring issues.
• Continuously developing your technical knowledge across different IT technologies.
• Delivering excellent customer service at all times.

Skills & Experience

• Previous experience in an IT Support, Service Desk or 1st Line Support position.
• Good understanding of Windows operating systems and Microsoft technologies.
• Basic knowledge of Active Directory and Group Policy.
• Understanding of networking fundamentals, including DNS and DHCP.
• Experience troubleshooting hardware, software and workstation issues.
• An interest in developing knowledge of Windows Server, virtualisation and networking.
• Strong communication and customer service skills.
• Microsoft or networking certifications would be advantageous but are not essential.

What's On Offer?

• Salary up to £30,000 DOE.
• Fully funded training and industry-recognised certifications.
• Examination costs covered by the business.
• Genuine career progression opportunities.
• Exposure to a wide range of IT technologies and client environments.
• Supportive and friendly working culture.
• Opportunity to join an established MSP with ambitious growth plans.