1st Line Service Desk Engineer

Millgate Ltd; Sheffield; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading IT services provider in Sheffield is seeking a proactive 1st Line Support Desk Engineer to join their team. This role involves providing initial support for IT hardware and software issues and requires strong technical skills and excellent customer service. The position offers clear career progression and training opportunities.

Benefits

Access to training and certification programmes

Flexible working arrangements

Team events and employee recognition schemes

Qualifications

• Previous experience in a 1st line IT support role or similar customer-facing technical position.
• Strong understanding of Windows operating systems and Microsoft 365 applications.
• Basic knowledge of networking principles (DNS, DHCP, TCP/IP).

Responsibilities

• Act as the first point of contact for all incoming support requests.
• Log, categorise, and prioritise incidents in the ITSM system.
• Troubleshoot and resolve 1st line issues related to desktops and software.

Skills

Windows operating systems

Microsoft 365 applications

Networking principles

Communication skills

Organizational skills

Education

CompTIA A+ or similar IT certification

Tools

Ticketing systems (e.g., Ninja, Zoho)

Job description

Job Advert

Job Title:1st Line Support Desk Engineer
Department:Service Desk
Location:Millgate Office, Vantage Drive, Sheffield, S9 1RG
Reports To:Head of Technical
Salary:
Contract Type:Full-Time, Permanent



Role Overview

We are seeking a proactive and customer-focused 1st Line Support Desk Engineer to join our growing IT MSP team. This role is ideal
for someone with a passion for technology and a desire to grow their technical skills in a supportive and fast-paced environment.
You will be the first point of contact for clients, providing initial support for a wide range of IT hardware and software
issues.



Key Responsibilities

* Act as the first point of contact for all incoming support requests via phone, email, and ticketing system.
* Log, categorise, and prioritise incidents and service requests in the ITSM system.
* Assign tickets from the unassigned queue to the appropriate team or engineer.
* Troubleshoot and resolve 1st line issues related to desktops, laptops, printers, mobile devices, and common software
applications (e.g., Microsoft 365, Windows OS).
* Escalate complex issues to 2nd or 3rd line support teams as necessary.
* Maintain clear and accurate documentation of all support activities and resolutions.
* Deliver excellent customer service and maintain a high level of client satisfaction.

Professional Development

* Participate in weekly proactive training sessions alongside 2nd and 3rd line engineers to build operational knowledge and
hands-on experience.
* Engage in structured vendor training programmes to gain certifications relevant to the role.
* Dedicate time to developing skills in Microsoft Azure and other cloud technologies as part of a long-term career progression
plan.



Essential Skills & Experience

* Previous experience in a 1st line IT support role or similar customer-facing technical position.
* Strong understanding of Windows operating systems and Microsoft 365 applications.
* Basic knowledge of networking principles (DNS, DHCP, TCP/IP).
* Excellent communication and interpersonal skills.
* Ability to work independently and as part of a team.
* Strong organisational skills and attention to detail.



Desirable Qualifications

* CompTIA A+, Microsoft Fundamentals, or similar entry-level IT certifications.
* Experience working in an MSP or multi-client environment.
* Exposure to ticketing systems such as Ninja, Zoho or Connect Wise.
* Familiarity with Azure Active Directory and cloud-based services.



What We Offer

* A supportive and collaborative team environment.
* Clear career progression pathways into 2nd and 3rd line roles.
* Access to industry-recognised training and certification programmes.
* Flexible working arrangements and a healthy work-life balance.
* Regular team events and employee recognition schemes.