1st Line IT Support Engineer – MS 365 & EntraID Training

Tank Recruitment; Gloucester; On-site; GBP 27,000 - 30,000; Full time

Job summary

Tank Recruitment is seeking a 1st Line IT Support Engineer in the Bristol area to join a growing MSP. You will be the first point of contact for customers, providing remote first-line support for Microsoft 365, Entra ID, and Windows 10/11.

You will resolve incidents quickly, log details in the ticketing system, and escalate more complex issues to 2nd Line while keeping users updated throughout the process. This role is ideal for someone early in their IT career seeking structured training and a

Qualifications

• 6–12 months' experience in an IT helpdesk or service desk role.
• Good working knowledge of Microsoft 365 and basic user administration.
• Familiarity with Entra ID (Azure AD) or Active Directory for managing users and groups.
• Experience supporting Windows 10/11 in a business environment.
• A basic understanding of networking concepts (IP addresses, DNS, Wi‑Fi).
• Excellent communication skills and a calm, professional manner.
• Ability to manage a busy ticket queue and prioritise tasks.
• Full UK driving licence and willingness to travel to customer sites.

Responsibilities

• Act as the first point of contact for customers by phone, email and ticketing system, logging and resolving incidents within SLAs.
• Provide first-line support for Microsoft 365, including Outlook, Teams, SharePoint and OneDrive.
• Carry out user administration in Entra ID and Microsoft 365, such as new starters, leavers, licence assignment and group membership.
• Handle password resets, MFA registration and basic sign-in issues.
• Support Windows 10/11 laptops and desktops, Office apps, printers and peripherals, mainly remotely.
• Carry out basic checks on Wi‑Fi, internet and VPN connectivity issues.
• Escalate unresolved issues to 2nd Line with clear notes on the problem and steps taken.
• Keep customers updated throughout the life of a ticket and ensure tickets are recorded and closed.
• Follow documented procedures and help maintain knowledge base articles.
• Occasionally attend customer sites for equipment setup and hands‑on support.

Skills

Customer service

Ticketing systems

Communication

Prioritisation

Remote support

Calm professionalism

Ticket management

Tools

Microsoft 365

Entra ID / Azure AD

Windows 10/11

VPN / Networking basics

Job description

Tank Recruitment is seeking a 1st Line IT Support Engineer in the Bristol area to join a growing MSP. You will be the first point of contact for customers, providing remote first-line support for Microsoft 365, Entra ID, and Windows 10/11.

You will resolve incidents quickly, log details in the ticketing system, and escalate more complex issues to 2nd Line while keeping users updated throughout the process. This role is ideal for someone early in their IT career seeking structured training and a