1st Line Support Engineer

Set2Recruit; Lancashire; On-site; GBP 27,000 - 29,000; Full time

Job summary

A growing managed service provider in Preston is seeking a 1st Line Support Engineer for their service desk team. This early-career position requires at least 1 year of IT support experience. You'll provide technical assistance to clients, troubleshoot issues with Microsoft 365 and Windows environments, and escalate more complex challenges as needed. Competitive salary, yearly performance bonus, training support, and career development are included in this role.

Benefits

Competitive salary with a yearly performance-related bonus

Training and career development support

Pension scheme

Friendly environment with progression opportunities

Qualifications

• 1+ years experience in IT support, helpdesk, or 1st line support.
• Basic knowledge of Windows desktop and server environments.
• Familiarity with Microsoft 365 / Office 365.
• Good communication and customer service skills.
• Ability to learn quickly and follow guidance.

Responsibilities

• Provide 1st line support for client IT issues via phone, email, or ticketing system.
• Troubleshoot and resolve basic issues with Microsoft 365 / Office 365.
• Assist with password resets and account management.
• Escalate complex issues to 2nd Line engineers.
• Maintain accurate ticket documentation.

Skills

IT support experience

Windows desktop and server knowledge

Microsoft 365 / Office 365 familiarity

Good communication skills

Customer service skills

Job description

Overview

Job Title: 1st Line Support Engineer Service Desk

Location: Preston, UK (Office based)

Salary: £27,000- £29,000 DOE + Benefits

Employment Type: Full Time

All applicants must have the right to work in the UK, our client cannot provide sponsorship

About the Company

Our client is a growing MSP based in Preston, delivering managed IT, cloud, and security services to a variety of clients. They are recognised for technical expertise, excellent client service, and a collaborative team culture.

Role Overview

We are seeking a 1st Line Support Engineer to join a busy service desk team. This is an early-career role for someone with 1+ years IT support experience, providing technical assistance to clients and escalating more complex issues to 2nd Line engineers.

Key Responsibilities

• Provide 1st line support for client IT issues via phone, email, or ticketing system.


• Troubleshoot and resolve basic issues with Microsoft 365 / Office 365, Windows PCs, laptops, and endpoint devices.


• Assist with password resets, account management, and software installations.


• Escalate more complex issues to 2nd Line engineers as appropriate.


• Maintain accurate ticket documentation and keep clients updated on progress.


• Ensure SLAs are met and provide excellent customer service.

Essential Skills & Experience

• 1+ years experience in IT support, helpdesk, or 1st line support, ideally within an MSP or managed IT environment.


• Basic knowledge of Windows desktop and server environments.


• Familiarity with Microsoft 365 / Office 365.


• Good communication and customer service skills.


• Ability to learn quickly and follow guidance from senior engineers.

Desirable Skills

• Basic understanding of networking (TCP/IP, DNS, DHCP).


• Exposure to Intune, Azure, or virtualisation (VMware / Hyper-V) is advantageous.


• Relevant IT certifications (e.g., CompTIA A+, Microsoft Fundamentals)

Benefits

• Competitive salary with a yearly performance-related bonus


• Training and career development support


• Pension scheme


• Friendly and collaborative MSP environment with great progression opportunities

Set2Recruit are acting as an employment agency in relation to this vacancy