1St Line Support Engineer

Set2Recruit; Plymouth; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A Managed Service Provider in Plymouth is seeking a motivated 1st Line Service Desk Engineer to join their support team. This full-time position offers a starting salary of £26,500 and a hybrid working model, allowing two days per week from home. The ideal candidate will provide technical support, troubleshoot issues, and assist in user onboarding. With excellent training and clear progression opportunities, this role is perfect for someone looking to grow within IT.

Benefits

Excellent training and development opportunities

Hybrid working

Clear career progression pathways

Supportive and collaborative work environment

Qualifications

• Previous experience in a Service Desk, Helpdesk, or IT Support role.
• Strong communication skills and a customer-first attitude.
• Ability to manage workload effectively in a fast-paced environment.

Responsibilities

• Provide 1st line technical support to end users via phone, email, and ticketing systems.
• Troubleshoot and resolve common IT issues across Windows and Microsoft 365.
• Deliver high standard of customer service and maintain positive client relationships.

Skills

Experience in Service Desk or IT Support

Knowledge of Windows 10/11

Understanding of Microsoft 365

Basic knowledge of Active Directory

Strong communication skills

Job description

Job Title: Service Desk Engineer (1st Line)

Location: Plymouth (Hybrid - 2 days per week WFH)

Salary: Starting from £26,500

Type: Full-time, Permanent

About the Role

Set2Recruit are working with a well-established Managed Service Provider (MSP) based in Plymouth who are looking to add a motivated 1st Line Service Desk Engineer to their growing support team. This hybrid role offers the flexibility of working from home two days per week, alongside excellent training and clear progression opportunities within the business.

Key Responsibilities

• Provide 1st line technical support to end users via phone, email, and ticketing systems
• Troubleshoot and resolve common IT issues across Windows environments, Microsoft 365, and hardware
• Log, prioritise, and manage support tickets in line with SLA requirements
• Escalate more complex issues to 2nd/3rd line support teams where required
• Deliver a high standard of customer service and maintain positive client relationships
• Support user onboarding/offboarding and basic system administration tasks
• Update documentation and contribute to internal knowledgebases

Skills & Experience

• Previous experience in a Service Desk, Helpdesk, or IT Support role or completion of a IT apprenticeship
• Working knowledge of Windows 10/11 and Microsoft 365
• Basic understanding of Active Directory and general networking concepts
• Strong communication skills and a customer-first attitude
• Ability to manage workload effectively in a fast-paced MSP environment
• A genuine interest in IT with a desire to develop and progress

Benefits

• Starting salary of £26,500
• Hybrid working - 2 days per week working from home
• Excellent training and development opportunities
• Clear career progression pathways
• Supportive and collaborative MSP environment

Application Process

This role is being advertised and managed by Set2Recruit on behalf of our client. Set2Recruit will handle the application process and act as the primary point of contact throughout the initial stages of recruitment.

To apply, please submit your CV, and a consultant from Set2Recruit will be in touch to discuss the opportunity in more detail.