First Line Support Engineer

HartleyCo; Fleet; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

Bonus scheme

Annual leave 25–30 days

Job summary

HartleyCo in Fleet, England, is seeking a 1st Line Technical Support Consultant to provide responsive, customer-focused technical support. You will act as the first point of contact for users, resolving common issues and documenting tickets clearly for escalation where required.

You will handle hardware, software and login problems, troubleshoot Windows 11 and Microsoft 365, support Active Directory and Azure login, assist with Citrix Workspace and email issues, and document steps for escalation

Qualifications

• Experience in a 1st Line, Service Desk or IT Support role.
• Basic Windows 11 troubleshooting knowledge.
• Experience with Active Directory user administration.
• Strong communication and customer service skills.
• Ability to prioritise multiple support requests.
• Clear and accurate ticket documentation.

Responsibilities

• Handle incoming hardware, software and login-related support tickets.
• Troubleshoot Windows 11 and Microsoft 365 issues.
• Support Active Directory and Azure login and synchronisation issues.
• Assist users with Citrix Workspace access and session problems.
• Investigate email delivery and quarantine issues.
• Create user accounts and mailboxes.
• Support software deployment through Company Portal or manual installation.
• Perform basic hardware and network troubleshooting.
• Maintain clear ticket notes and technical documentation.
• Escalate unresolved issues to the appropriate support team.

Skills

First Line Support

Service Desk

IT Support

Windows 11 troubleshooting

Microsoft 365

Active Directory administration

Tools

Azure AD/Entra ID

Microsoft Intune

Company Portal

Job description

Our client is an MSP in Fleet, and they are looking for a 1st Line Technical Support Consultant to provide responsive, customer-focused technical support. You will act as the first point of contact for users, resolving common issues and documenting tickets clearly for escalation where required.

Responsibilities

• Handle incoming hardware, software and login-related support tickets
• Troubleshoot common Windows 11 and Microsoft 365 issues
• Support Active Directory and Azure login and synchronisation issues
• Assist users with Citrix Workspace access and basic session problems
• Investigate email delivery and quarantine issues
• Create user accounts and mailboxes
• Support software deployment through Company Portal or manual installation
• Perform basic hardware and network troubleshooting
• Maintain clear ticket notes and technical documentation
• Escalate unresolved issues to the appropriate support team

Requirements

• Previous experience in a 1st Line, Service Desk or IT Support role
• Basic Windows 11 and Microsoft 365 troubleshooting knowledge
• Experience with Active Directory user administration
• Strong communication and customer service skills
• Ability to prioritise multiple support requests
• Clear and accurate ticket documentation
• Willingness to take ownership of issues through to resolution or escalation

Nice to Have

• Azure AD or Entra ID knowledge
• Microsoft Intune and Company Portal exposure
• Email filtering, quarantine and phishing-awareness experience
• Basic networking and hardware troubleshooting knowledge
• ITIL Foundation or Microsoft MS-900 certification

25 days’ annual leave, increasing annually to 30 days

Eligibility for the company bonus scheme