First Line IT Support Engineer
Penta Consulting
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Benefits offered by this job
Job summary
Penta Consulting in the United Kingdom seeks an on-site First Line IT Support Engineer to deliver responsive user support, maintain secure workplace tech, and perform Microsoft 365 administration. You will resolve Level 1 incidents, assist with meeting rooms, and record activity through the MSP ticketing system.
The role requires strong customer service, basic hardware/software knowledge, and familiarity with MSP environments.
Qualifications
- Customer service: clear, patient communication with non-technical users.
- Technical knowledge: solid grasp of Windows, Microsoft 365, Teams, SharePoint and peripherals.
- Security awareness: recognize suspicious messages and validate actions.
- Organisation: manage routine checks, tickets, and meeting room readiness.
- Ownership: record work and escalate via proper channels.
- Attention to detail: accurate tickets and prepared meeting spaces.
- Experience with an MSP is advantageous.
- Familiarity with MS Teams Rooms or similar devices.
- Knowledge of Microsoft Entra ID, groups and permissions.
- Experience administering Microsoft 365 services including SharePoint Online, Outlook, Teams.
- Experience using IT service management/ticketing systems.
Responsibilities
- Daily operations and security checks in the MSP ticketing system.
- Serve as first point of contact for end users needing IT assistance.
- Diagnose and resolve basic hardware, software, connectivity, and M365 issues.
- Assist with workstation setup, meeting room support, and access issues.
- Escalate unresolved issues and coordinate with MSP teams.
- Support Teams Rooms, displays, cameras and peripherals.
- Ensure meeting rooms are online and prepared for meetings.
- Record all Microsoft 365 administration tasks and changes.
- Support moves, changes, and workstation readiness with minimal disruption.
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.
Daily Operations and Security Checks
- 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 run non-completion or concerns.
- Record all daily checks, requests and operational issues in the MSP ticketing system.
Service Desk and End-User Support
- 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 elevate issues that cannot be resolved at Level 1.
- Work with the service desk and MSP teams to progress incidents and requests efficiently.
Meeting Rooms and Workplace Technology
- 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 elevate recurring faults to the appropriate internal owner or support provider.
- Monitor door-access and CCTV systems, elevate faults or availability issues promptly.
- Maintain a professional standard of presentation and equipment readiness.
Microsoft 365 and Collaboration Administration
- 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.
Moves, Changes and Workstation Readiness
- 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 elevating 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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