1st Line IT Support Engineer

Fenton I.T Limited; Littlehampton; On-site; GBP 23,000 - 28,000; Full time

Benefits offered by this job

Extra day off for your birthday

Performance-based bonus

Team social events

Hybrid work arrangement

Job summary

Fentons Business IT Solutions is seeking a friendly and capable 1st Line IT Support Engineer in the Littlehampton area. You will be the first point of contact for clients, resolving common IT issues, logging tickets, and guiding users through solutions with clear language.

The role is hybrid (home, office, client sites) with a 37.5 hour week and a rota between 8:00am – 5:30pm. Experience in IT support or customer service and familiarity with Windows 10/11 and Microsoft 365 are desirable.

Qualifications

• Minimum experience in IT support or customer service environment.
• Excellent communication and telephone manner.
• Willingness to learn and follow processes.

Responsibilities

• Serve as the first point of contact for inbound IT support requests.
• Log, prioritise, and manage support tickets per service desk processes.
• Resolve 1st line issues on desktops, laptops, printers and common software.
• Provide remote guidance in clear, non-technical terms.
• Escalate complex issues to 2nd line engineers as needed.

Skills

IT support experience

Customer service

Communication skills

Windows troubleshooting

Education

IT certifications in progress

Tools

Windows 10/11

Microsoft 365

Job description

Location: Littlehampton, West Sussex (Hybrid: Home, Office, Client Sites)
Salary: £23,000 – £28,000 (Depending on Experience)
Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am – 5:30pm)

About Us

Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire since 2007. We pride ourselves on delivering a premium support experience and building long-term client relationships.

The Role

As a 1st Line IT Support Engineer, you will be the first point of contact for our clients, providing friendly, professional, and efficient IT support. You will resolve common technical issues, log and triage tickets accurately, and escal­ate more complex problems to senior engineers when required.

You will play a key role in delivering an excellent client experience and ensuring issues are handled promptly and professionally.

Key Responsibilities

• Act as the first point of contact for inbound support requests via phone, email, and service desk
• Log, prioritise, and manage support tickets in line with service desk processes
• Resolve 1st line issues across desktops, laptops, printers, and common software applications
• Provide remote support to end users and guide them through solutions in clear, non‑technical language
• Escalate issues to 2nd line engineers where appropriate, ensuring clear and accurate handover notes
• Maintain accurate ticket updates, time recording, and documentation
• Assist with new user setups, device builds, and basic onboarding tasks
• Monitor alerts and respond to issues within agreed skill set
• Contribute to a positive team environment and a consistently high standard of customer service
• Travel to client sites occasionally when required

Skills & Experience

• Previous experience in an IT support or customer service environment
• Excellent communication skills and professional telephone manner
• Strong customer service mindset and willingness to help
• Basic troubleshooting knowledge of Windows 10/11
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive)
• Ability to follow processes, document work clearly, and manage multiple tasks
• A keen interest in IT and eagerness to learn
• Experience working in a Managed Service Provider (MSP) environment
• Exposure to Active Directory or Entra ID user management
• Any relevant IT certifications or study towards them
• Extra day off to enjoy your birthday
• Performance-related bonus scheme
• Team (paid for) social events
• Relaxed and friendly atmosphere, with a professional approach
• Flexibility to work from home (high-spec IT equipment provided)
• Highly experienced team for support and development
• Increased holiday with length of service
• Highly competitive pay with annual salary reviews
• Training and learning development with qualification support
• Relaxed and friendly atmosphere and culture, whilst being professional

What We Offer

• A supportive team environment with mentoring from experienced engineers
• Structured learning and development pathway for 1st line engineers
• Exposure to a wide range of technologies and client environments
• Opportunities to progress into 2nd line and project‑based work