Hybrid MSP Support Engineer - First Line

Commercial; Cheltenham; Hybrid; GBP 26,000 - 28,000; Full time

Benefits offered by this job

Hybrid working structure

25 days holiday + bank holidays

Life Assurance

Health & wellbeing support

Mortgage advice

Job summary

Commercial Ltd. is seeking a 1st Line Engineer to join its MSP-focused team in the UK. You will be the first contact for customers, triaging incidents and delivering remote support across Microsoft 365, Windows, and AD environments.

You will log, categorize and manage tickets, provide updates per SLA, and escalate where required. A proactive, customer-focused mindset and strong attention to detail are essential for success.

Qualifications

• Experience in a busy service desk, helpdesk or MSP environment.
• Knowledge of Microsoft 365, Windows 11/AVD, AD/Entra ID, Exchange Online, Teams, SharePoint and OneDrive.
• Ability to troubleshoot basic networking (DNS, DHCP, VPN, Wi-Fi).

Responsibilities

• Act as the first point of contact for customer incidents and service requests.
• Log, classify, prioritise and manage tickets in the helpdesk/PSA system.
• Own 1st Line tickets through to resolution where possible and provide updates per SLA.
• Provide remote support across MSP technologies including Microsoft 365 and Office apps.
• Perform user administration tasks (password resets, MFA, mailbox access).
• Use monitoring and remote tools to investigate alerts and perform proactive checks.
• Escalate high-priority incidents promptly with clear notes.
• Liaise with third-party suppliers and document progress.

Skills

Microsoft 365

Windows 11/AVD

Active Directory/Entra ID

MFA

Helpdesk end-user hardware

Networking basics

Helpdesk/PSA tooling

Tools

ConnectWise

Halo

Autotask

Datto

N-able

NinjaOne

Job description

Commercial Ltd. is seeking a 1st Line Engineer to join its MSP-focused team in the UK. You will be the first contact for customers, triaging incidents and delivering remote support across Microsoft 365, Windows, and AD environments.

You will log, categorize and manage tickets, provide updates per SLA, and escalate where required. A proactive, customer-focused mindset and strong attention to detail are essential for success.