1st Line Support Engineer

JR United Kingdom; London; On-site; GBP 23,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a 1st Line Support Engineer, where you'll provide exceptional IT support and improve managed services. This role involves resolving customer technical issues, working within an ITIL framework, and utilizing your expertise in Microsoft technologies. You'll be part of a dynamic team that values proactive problem-solving and client satisfaction. Enjoy a hybrid working environment, competitive benefits, and opportunities for professional development. If you're passionate about technology and customer service, this position offers a rewarding career path.

Benefits

Gym Membership

Breakfast Wednesdays

Paid Certification Exams

Vitality at Work Rewards

Mintago Benefits

Team Events

20 Days Holidays + Bank Holidays

Birthday Off after Probation

Qualifications

• 1-2 years experience in IT support, preferably in an MSP.
• Knowledge of ITIL framework and customer service skills.

Responsibilities

• Provide customer-focused service and manage expectations throughout ticket lifecycle.
• Investigate and diagnose incidents via first-line support.

Skills

IT Support

Microsoft Windows Server 2016 – 2022

Microsoft 365 Support

Active Directory Management

Windows 10, 11 Support

Apple OS and Mac Support

Backup Technologies

Client Service Skills

Ability to work under pressure

Tools

Microsoft Office Suite

DATTO

Acronis

Job description

Job Description

Location: London – Hybrid working (5 days during probation - post probation: 4 days in the office, 1 day remote depending on business needs)

Salary: Up to £28,000 DOE

About Fitzrovia

We are currently looking for an experienced 1st line support engineer to join our expanding team.

Fitzrovia IT is a leading MSP, providing first-class IT support services to increase efficiency, reduce costs, minimize system downtime, and boost performance.

We prioritize prevention over cure with strategic support plans that are proactive and flexible, allowing us to eliminate problems before they occur and help you maintain a competitive edge.

We are a Microsoft Solutions Partner and hold an Investors in People Gold accreditation.

Job Description

Purpose of Job:

You will support the management and resolution of customer technical issues and proactively improve managed services through Fitzrovia services and effective Problem Management.

Job Specifications:

Experience:

• Preferably MSP background
• 1-2 years proven experience in an IT support role
• Experience working within an ITIL framework in a service desk capacity
• Knowledge of Microsoft Windows Server 2016 – 2022
• Microsoft 365 Support for Email, SharePoint, OneDrive, and Teams
• Active Directory Management
• Windows 10, 11 Operating System Support
• Apple OS and Mac support experience
• Microsoft Office Suite
• Backup Technologies such as DATTO, Acronis
• Laptop/desktop and thin client support
• Knowledge of server infrastructure
• Ability to speak French or German is a plus

Person Skills:

• Highly motivated
• Proven client service skills
• Ability to work under pressure
• Willingness to work flexibly as required

Main Tasks and Responsibilities:

• Provide professional, customer-focused service throughout each ticket's lifecycle; manage customer expectations and keep them informed of progress.
• Record all IT Incidents, Requests, and Problems, ensuring details align with Service Desk standards.
• Classify calls accurately and prioritize according to SLA.
• Investigate and diagnose Incidents via first-line telephone support, analyzing information to resolve hardware, software, application, and network issues promptly.
• Liaise with third-party suppliers, logging tickets, and acting as a central contact point.
• Monitor and track Incidents, Requests, or Problems, escalating when necessary.
• Log, assign, and monitor workloads for the Service Desk team.
• Working hours: 7.5 hours daily, shift pattern between 8 am – 6 pm (e.g., 8 am – 4:30 pm, 9 am – 5:30 pm, or 9:30 am – 6 pm).
• Holidays: 20 days per year plus bank holidays. After passing probation, you'll receive your birthday off!
• Benefits include a competitive package, Vitality at Work rewards, breakfast Wednesdays, Mintago benefits (salary sacrifice for Cycle to Work & Childcare), Gym Membership, team events, and more.
• Paid certification exams relevant to your role.