First Line Support Engineer

JR United Kingdom; London; On-site; GBP 30,000; Full time

Job summary

A growing Managed Service Provider in central London seeks a passionate 1st Line Support Engineer to join their busy Service Desk Team. You'll be part of a collaborative environment focusing on career progression into 2nd Line roles. Key responsibilities include managing tickets, troubleshooting issues, and ensuring customer satisfaction. Benefits include professional training, exposure to diverse clients, and various company perks.

Benefits

Professional training and certification support

Diverse client exposure

Career progression opportunities

Supportive team environment

Company events and retail discounts

Cycle to work scheme

Pension plan

Qualifications

• Experience in a 1st Line Support or similar IT role (MSP experience is a plus).
• Solid knowledge of Microsoft 365, Windows OS, Active Directory, and networking basics.
• Relevant certifications such as CompTIA A+, Microsoft, ITIL Foundation beneficial.

Responsibilities

• Manage support tickets via phone, email, and remote monitoring tools.
• Diagnose and resolve hardware, software, and network issues.
• Set up and configure new devices, accounts, and applications.

Skills

Customer Service

Communication Skills

Enthusiasm

Proactive Approach

Education

CompTIA A+

Microsoft Certification

ITIL Foundation

Tools

Microsoft 365

Windows OS

Active Directory

Ticketing Systems

Remote Support Tools

Job description

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1st Line Support Engineer – London - £30K + Benefits

Overview:

A growing and dynamic Managed Service Provider (MSP) based in central London is looking for a passionate and customer-focused 1st Line Support Engineer to join their busy Service Desk Team.

You'll be part of a close-knit team of engineers, working in a collaborative, casual environment where teamwork is key. There’s a strong focus on career progression, with opportunities to move into a 2nd Line role as you develop your skills.

Role & Responsibilities:

• Manage support tickets via phone, email, and remote monitoring tools.
• Diagnose and resolve hardware, software, and network issues.
• Set up and configure new devices, accounts, and applications.
• Monitor systems, perform installations, updates, and basic maintenance.
• Troubleshoot VoIP systems (training on 3CX can be provided).
• Escalate complex issues to 2nd/3rd line teams.
• Communicate clearly and effectively with users, ensuring high levels of service.
• Follow ITIL best practices and support continuous service improvements.
• Experience in a 1st Line Support or similar IT role (MSP experience is a plus).
• Solid knowledge of Microsoft 365, Windows OS, Active Directory, and networking basics.
• Familiarity with ticketing systems and remote support tools.
• Strong customer service and communication skills.
• Enthusiastic, proactive, and keen to learn and grow.
• Relevant certifications (e.g., CompTIA A+, Microsoft, ITIL Foundation) are beneficial.

What’s in it for you?

• Professional training and certification support.
• Exposure to diverse clients and technologies.
• Opportunities to progress into 2nd Line Support and beyond.
• Supportive and collaborative team environment.
• Benefits including company events, retail discounts, cycle to work scheme, and pension plan.

If you’re passionate about IT support and eager to grow within a thriving MSP environment, we’d love to hear from you. Apply now to take the next step in your IT career!