First Line IT Support Engineer
Penta Consulting
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Benefits offered by this job
Job summary
Penta Consulting in the United Kingdom is seeking a First Line IT Support Engineer to deliver responsive IT support and maintain a secure, professional workplace technology environment. You will resolve day-to-day requests, manage office moves, and perform Microsoft 365 administration within an MSP framework.
The role reports to the Head of Service Delivery and involves monitoring service desks, assisting end users, and ensuring meeting-room technology is ready for use in a busy office setting.
Qualifications
- Customer-focused and able to communicate clearly with non-technical users.
- Knowledge of Windows, Microsoft 365, Teams, SharePoint and common desktop hardware.
- Security awareness for email handling and validation of requests.
- Ability to prioritize routine checks, tickets, meeting-room readiness and ad hoc requests.
- Ownership of recording work and escalating appropriately.
- Attention to detail in tickets and meeting-room setup.
- Experience with an MSP environment.
- Familiarity with Teams Rooms or similar meeting-room tech.
- Basic knowledge of Microsoft Entra ID, groups and permissions.
- Experience administering Microsoft 365 services including SharePoint Online, Outlook, Teams, accounts, groups and permissions.
- Experience using an IT service management or service desk ticketing system.
Responsibilities
- Review email queues and release messages per processes.
- Monitor service desk queues and respond to Level 1 incidents, in person, email or Teams.
- Record all daily checks and issues in the MSP ticketing system.
- Act as first point of contact for end users needing IT help.
- Diagnose and resolve basic hardware, software, connectivity issues and Teams problems.
- Support workstation setup, meeting-room assistance and access issues.
- Inform users and escalate unresolved issues to Level 2.
- Collaborate with service desk and MSP teams for incident progress.
- Support Microsoft Teams Rooms, displays and peripherals.
- Ensure meeting rooms are online and ready before meetings.
- Provide prompt assistance during meetings and escalate recurring faults.
- Maintain basic SharePoint administration and user access.
- Create Teams in line with governance processes.
Skills
Tools
Job description
Please note: this position is on-site Monday to Friday
At Penta Consulting, we believe technology reaches its full potential when powered by the right people. As a leading provider of Technology Resource Solutions, we connect businesses with top-tier talent to drive digital transformation and innovation.
With over 25 years of experience, we’ve built a global reputation for delivering high-quality expertise across key areas such as software development, artificial intelligence, project management, cloud computing, cybersecurity, enterprise architecture, and data analytics.
Our clients span the globe, relying on our team of specialists to deliver tailored, impactful solutions. We’re proud to be a trusted partner in helping organisations stay ahead in a rapidly evolving digital landscape.
If you're looking to join an award-winning, forward-thinking, and solution-focused team, Penta Consulting is the place to grow your career.
The First Line IT Support Engineer provides responsive, customer-focused IT support and helps maintain a reliable, secure and professional workplace technology environment. The role resolves day-to-day support requests, keeps meeting rooms and workstations ready for use, completes defined Microsoft 365 administration, supports office moves and records all activity through the agreed MSP ticketing process.
Reports to the Head of Service Delivery and works closely with end users, the service desk and Managed Service Provider (MSP) support teams.
- Review held and quarantined email queues, releasing messages only in accordance with company processes.
- Confirm potentially suspicious messages with the relevant user before release, where required.
- Monitor service desk queues and respond to Level 1 incidents and requests received in person, by email or through Microsoft Teams.
- Run fortnightly awareness-training reports and escal. non-completion or concerns.
- Record all daily checks, requests and operational issues in the MSP ticketing system.
- Act as a visible and approachable first point of contact for end users requiring IT assistance.
- Diagnose and resolve basic hardware, software, connectivity, Microsoft 365 and Teams issues.
- Support common workplace IT tasks, including workstation setup, meeting room assistance and basic application-access issues.
- Keep users informed and escal. issues that cannot be resolved at Level 1.
- Work with the service desk and MSP teams to progress incidents and requests efficiently.
- Support Microsoft Teams Rooms, displays, cameras, microphones, speakers and related peripherals.
- Check that meeting rooms are online, operational and ready before scheduled meetings.
- Provide prompt assistance during meetings and escal.. recurring faults to the appropriate internal owner or support provider.
- Monitor door-access and CCTV systems, escalating faults or availability issues promptly.
- Maintain a professional standard of presentation and equipment readiness.
- Complete basic SharePoint administration, including user access and access-request support.
- Create Microsoft Teams in line with agreed governance processes.
- Support user access, group membership and collaboration requests within defined permissions.
- Record all Microsoft 365 administration through the relevant ticket or request process.
- Support desk moves, equipment changes, workstation setups and office reconfigurations with minimal disruption.
- Check that desks and workstations are connected, operational and ready for use.
- Report faulty equipment and coordinate repair or replacement through the appropriate support route.
- Keep spare devices and hardware updated and ready for deployment in line with the agreed weekly schedule.
- Maintain accurate records of assets, locations and equipment changes where required.
- Customer service: Communicates clearly and patiently with non-technical users, providing a professional and approachable service.
- Technical knowledge: Good working knowledge of Windows, Microsoft 365, Teams, SharePoint and common desktop hardware and peripherals.
- Security awareness: Understands email security, suspicious-message handling and the need to validate requests before taking action.
- Organisation: Prioritises routine checks, support tickets, meeting room readiness and ad hoc requests effectively.
- Ownership: Takes responsibility for recording work, following up issues and escalating through the appropriate route.
- Attention to detail: Maintains accurate tickets, well-presented meeting rooms and reliable workstation setups.
- Experience working with an MSP.
- Familiarity with Microsoft Teams Rooms or similar meeting room technology.
- Basic knowledge of Microsoft Entra ID, groups and permissions.
- Experience administering Microsoft 365 services, including SharePoint Online, Outlook, Teams, user accounts, groups and permissions.
- Experience using an IT service management platform or service desk ticketing system.
- Customer-focused and professional.
- Proactive in identifying and resolving issues before they affect users.
- Calm under pressure and confident when supporting meetings.
- Reliable, organised and attentive to detail.
- Committed to following agreed processes and escalation routes.
- Christmas & Birthday Leave
- Bike to Work
- Travel Season Ticket Loan
- Company Social Events
- Company Incentive Trips
- Employee Assistance Programme
- Enhanced Family Planning Policies
- FT1000 - Financial Times & Statista's list of fastest growing businesses in Europe 2026
- Sunday Times Best Companies to work for 2026 & 2025
- King's Award for Enterprise (International Trade) 2025
- London Business Awards (International Business of the Year) 2025
- London Business Awards (Overall Winner) 2025
- TIARA Awards (Growth Company of the Year) 2025
- TIARA Awards (UK Specialist of the Year (Over £20m)) 2025
- Recognised in the Sunday Times 100 2025
- Shortlisted for the Growing Business Awards (2 categories) 2026
- Shortlisted for the TIARA Awards (3 categories) 2026
- Shortlisted for the Private Business Awards (Scale Up of the Year) 2026
- Shortlisted for the National SME Awards (2 categories) 2026
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