1st Line IT Support Engineer - Remote MSP (Microsoft Focus)

Proactive Appointments

Camberley

Remote

GBP 21,000 - 27,000

Full time

14 days+

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Job summary

Proactive Appointments is seeking a Level 1 Service Desk Engineer to join our growing MSP team. This role is predominantly remote with occasional travel to Oxford and Guildford, supporting end users across a Microsoft-centric environment.

You will troubleshoot Windows, Microsoft 365, hardware, printers and basic networking, log tickets with clear documentation, and escalate complex issues when required, contributing to SLAs and a positive customer experience.

Qualifications

Experience in a Level 1 Service Desk environment.
Troubleshoot Microsoft-based technologies.
Ticket-driven support experience.
Strong customer-service mindset and communication skills.
Willingness to travel occasionally to Oxford & Guildford.

Responsibilities

Provide remote IT support to end users via phone and remote support tools.
Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking.
Log, manage and resolve tickets with clear documentation.
Escalate complex issues to 2nd and 3rd line support as needed.
Support user and device administration across Microsoft 365, Entra ID and Intune.
Assist with onsite support, installations and project work when required.
Maintain and update knowledgebase documentation.
Ensure SLAs and quality standards are met.
Identify and escalate potential security incidents.