1st Line Support Engineer

Wolviston Management Services; Greater London; On-site; GBP 27,000 - 37,000; Full time

Benefits offered by this job

Hybrid work arrangement

Training & certification opportunities

Exposure to Microsoft & security tech

Job summary

Wolviston Management Services is hiring a 1st Line Support Engineer in London (Hybrid). You will be the first point of contact for IT incidents, diagnose issues, log tickets, and escalate where needed while delivering remote support across client environments.

The role requires Windows 10/11, Microsoft 365, AD/Entra ID knowledge, and basic networking. A proactive, customer-focused approach and strong communication are essential.

Qualifications

• Experience in IT Support/Helpdesk/Service Desk.
• Knowledge of Windows 10/11.
• Experience with Microsoft 365 apps and services.
• Understanding of Active Directory and/or Microsoft Entra ID.
• Basic networking: DNS, DHCP, TCP/IP.
• Experience supporting hardware, software and peripherals.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks.
• Proactive and professional customer service approach.

Responsibilities

• Act as the first point of contact for IT incidents and service requests.
• Diagnose and resolve first-line issues across technologies.
• Log, prioritise and manage tickets through SLAs.
• Escalate incidents to 2nd/3rd Line Engineers when appropriate.
• Provide remote support to end users across client environments.
• Support user account administration (onboarding/offboarding).
• Assist with Microsoft 365 administration and security tasks.
• Troubleshoot desktops, laptops, mobiles, printers and connectivity.
• Maintain detailed ticket notes and technical documentation.
• Contribute to knowledge base articles and process improvements.

Skills

Windows 10/11

Microsoft 365

Active Directory/Entra ID

DNS/DHCP/TCP-IP

Troubleshooting

Communication skills

Remote support

Proactive customer service

Prioritising workload

Customer service orientation

Education

Relevant IT qualification or equivalent experience

Microsoft certifications desirable

AZ-900 Copilot & Agent Administration Fundamentals (AZ-900)

AB-900 certification on probation

Tools

Microsoft Intune

Azure

PSA tools

RMM platforms

Job description

1st Line Support Engineer Location: London (Hybrid)

Salary: £32,000 per annum

Reporting To: Service Desk Manager / Technical Services Team Lead

Start Date: ASAP

Overview

An established Managed Services and Cyber Security provider is seeking a 1st Line Support Engineer to join its growing technical support team.

Key Responsibilities

• Act as the first point of contact for all IT support incidents and service requests.
• Diagnose and resolve first-line technical issues across a range of technologies.
• Log, prioritise and manage tickets through to resolution in accordance with agreed service levels.
• Escalate incidents to 2nd and 3rd Line Engineers where appropriate.
• Provide remote support to end users across multiple client environments.
• Support user account administration, including onboarding and offboarding activities.
• Assist with the administration and support of Microsoft 365 environments.
• Troubleshoot desktop, laptop, mobile device, printer and connectivity issues.
• Maintain accurate and detailed ticket notes and technical documentation.
• Contribute to knowledge base articles and process improvements.
• Deliver a professional and customer-focused support experience at all times.

Required Skills and Experience

• Previous experience in an IT Support, Helpdesk or Service Desk environment.
• Working knowledge of Microsoft Windows 10 and Windows 11.
• Experience supporting Microsoft 365 applications and services.
• Understanding of Active Directory and/or Microsoft Entra ID.
• Basic networking knowledge, including DNS, DHCP and TCP/IP.
• Experience supporting hardware, software and peripheral devices.
• Strong troubleshooting and analytical skills.
• Excellent verbal and written communication skills.
• Ability to prioritise workload and manage multiple tasks effectively.
• A proactive and professional approach to customer service.

Desirable Skills

• Previous experience working within a Managed Service Provider (MSP).
• Exposure to Microsoft Intune and endpoint management technologies.
• Knowledge of Microsoft Azure and cloud-based technologies.
• Familiarity with cyber security best practices.
• Experience using PSA and RMM platforms.

Qualifications

• Relevant IT qualification or equivalent industry experience.
• Microsoft certifications desirable.
• Candidates should either hold, or be actively working towards, the Microsoft Certified: Copilot and Agent Administration Fundamentals (AZ-900) certification.
• Where not already achieved, successful completion of the AB-900 certification will be required during the probationary period.

What's on Offer

• Salary of £32,000 per annum.
• Hybrid working arrangement.
• Access to ongoing training and certification opportunities.
• Exposure to a broad range of modern Microsoft and security technologies.
• Opportunity to develop within a growing and technically focused organisation.
• Supportive team environment with clear career progression pathways