First Line Support Analyst

Corporatec (UK) Ltd; Greater London; Hybrid; GBP 30,000 - 38,000; Full time

Benefits offered by this job

Hybrid working

Performance bonuses

Generous annual leave

Job summary

Corporatec is seeking a dedicated First Line Engineer in Greater London to be the first contact for client IT issues, providing remote and on-site support.

You will troubleshoot Windows, Active Directory, and Microsoft 365 problems, log tickets, and escalate when needed, while delivering excellent customer service and contributing to knowledge bases.

Hybrid working, competitive salary, performance bonuses and generous annual leave accompany this opportunity to grow within a supportive IT team.

Qualifications

• Experience in IT support for MSP or customer-focused environments.
• Certifications such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals or equivalent.
• Experience with Microsoft 365, Intune, Azure or related technologies.
• Strong communication and problem-solving skills.

Responsibilities

• Act as the first point of contact for client IT support queries via phone, email, and ticketing system.
• Provide timely remote and on-site troubleshooting for hardware, software, and network issues.
• Log and track all support requests in the ticketing system with proper escalation.
• Manage incidents related to mobile devices, Office 365, and Active Directory.
• Offer excellent customer service and keep clients informed throughout the process.
• Collaborate with the wider team to resolve complex issues.
• Contribute to development and maintenance of internal knowledge bases.
• Experience supporting Microsoft Windows operating systems.
• Experience managing Active Directory user accounts, password resets, and group memberships.
• Experience supporting Microsoft 365 applications and user accounts.
• Experience using remote support tools.
• Experience working with IT ticketing systems.

Skills

First line IT support

Customer service

Communication skills

Problem-solving

Multi-tasking

Education

CompTIA A+ or equivalent

CompTIA Network+ or equivalent

Microsoft Fundamentals or equivalent

Tools

Active Directory

Microsoft 365

Intune/Azure

Remote support tools

IT ticketing system

Job description

Corporatec is a Managed Service Provider (MSP), delivering exceptional IT support to businesses of all sizes. Our team is passionate about providing tailored solutions and exceptional customer service to our clients. We are looking for a dedicated and motivated First Line Engineer to join our dynamic team and be the first point of contact for our clients' IT issues.

Responsibilities

• Act as the first point of contact for client IT support queries via phone, email, and ticketing system.
• Provide timely, remote, and on-site troubleshooting for hardware, software, and network issues.
• Log and track all support requests in our ticketing system, ensuring proper escalation when necessary.
• Manage and resolve incidents related to mobile devices, Office 365, and Active Directory.
• Offer excellent customer service, ensuring clients are informed and satisfied throughout the process.
• Collaborate with the wider support team to ensure seamless resolution of more complex issues.
• Contribute to the development and maintenance of internal knowledge bases to improve efficiency.
• Experience supporting Microsoft Windows operating systems.
• Experience managing Active Directory user accounts, password resets, and group memberships.
• Experience supporting Microsoft 365 applications and user accounts.
• Experience using remote support tools.
• Experience working with IT ticketing systems.
• Strong verbal and written communication skills.
• Excellent customer service skills with a professional and approachable manner.
• Ability to prioritise workload and manage multiple incidents effectively.
• Strong troubleshooting and problem-solving skills.
• A proactive approach to learning, with a willingness to develop new technical skills and knowledge.

Desired Skills & Experience

• Previous experience working within an IT Managed Service Provider (MSP) or other customer-focused IT support environment.
• Relevant IT certifications, such as CompTIA A+, CompTIA Network+, Microsoft Fundamentals, or equivalent.
• Exposure to Microsoft 365, Intune, Azure, networking, or cybersecurity technologies.

This is a fantastic opportunity to join an established IT team, working with a diverse range of technical applications while growing your technical expertise. We offer a competitive salary, performance-related bonuses, hybrid working, generous annual leave, and all the necessary computer equipment to help you succeed.