1st Line Service Desk Engineer

MSP Talent Bridge Ltd; Greater London; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Pension scheme

Retail discounts

Cycle scheme

Company events

Job summary

MSP Talent Bridge Ltd. is seeking a proactive 1st Line Support Engineer for its central London service desk. You will be the first point of contact for clients, providing reliable IT assistance and ensuring systems stay up and productive.

You'll diagnose common issues, document actions, and escalate complex problems while maintaining strong customer service. Training is provided, with opportunities for career development in a dynamic MSP environment.

Qualifications

• Experience in a 1st line or similar IT support role, ideally within an MSP environment.
• Familiarity with remote support tools and ticketing systems.
• Strong communication skills and a customer service background.

Responsibilities

• Diagnose and resolve basic HW, software, network, and user account issues.
• Escalate complex issues to 2nd/3rd line as needed.
• Keep users informed with clear progress updates.
• Log and manage tickets in the service management system with accurate records.
• Monitor systems and carry out routine repairs, upgrades, and installations.
• Set up and configure new devices, user accounts, and software applications.
• Act as first point of contact for customers, in person and remotely, logging and resolving calls.
• Follow ITIL best practice and contribute to continuous improvement.

Skills

Microsoft 365

Windows

Active Directory

Azure AD

Microsoft apps

Networking basics

Remote support tools

Ticketing systems

Customer service

Job description

We're working with a growing, central London IT services provider (IT, cloud and unified communications) to find a motivated 1st Line Support Engineer to join their service desk team. The business supports a diverse range of clients, and its central location means it's only moments from many of them.

It's an exciting stage in their growth, with strong career development and exposure to the latest technologies. Training is provided to help the right person grow and thrive in the role.

The Role

As a 1st Line Support Engineer, you'll be the first point of contact for clients, providing technical help and keeping their IT running smoothly. The role calls for excellent customer service, a keen eye for problem-solving and a proactive approach.

What You'll Be Doing

• Diagnosing and resolving basic technical issues with hardware, software, networks and user accounts
• Escalating more complex issues to the 2nd and 3rd line teams where needed
• Keeping users informed of progress, with clear and effective communication
• Logging and managing tickets in the service management system, with accurate records
• Monitoring systems and carrying out repairs, upgrades, installations and other routine tasks
• Setting up and configuring new devices, user accounts and software applications
• Acting as the first point of contact for customers, in person and remotely, logging and resolving calls using set procedures
• Following ITIL best practice and contributing to continuous improvement

What We're Looking For

• An enthusiastic problem solver with a real passion for IT
• A broad range of technical skills in Microsoft technologies (Microsoft 365, Windows, Active Directory, Azure AD and Microsoft apps), plus basic networking concepts
• Previous experience in a 1st line or similar IT support role, ideally within an MSP environment
• Familiarity with remote support tools and ticketing systems
• Strong communication skills and a customer service background, as the role involves direct contact with users
• The ability to work independently and as part of a team
• A proactive, enthusiastic attitude to IT support
• Availability to work from the office or client sites, 5 days a week

Nice to Have

• Relevant IT certifications, for example CompTIA A+, ITIL Foundation or Microsoft certifications

What's on Offer

• Career progression and professional development, with training courses and certification programmes
• Exposure to a wide range of technologies and industries
• A supportive, collaborative team culture in a dynamic, fast-paced environment
• A range of benefits including company events, retail discounts, a cycle scheme and a pension scheme