IT 1st Line Helpdesk Support Engineer

D P Systems; Essex; On-site; GBP 21,000 - 32,000; Full time

Job summary

DPSYSTEMS, a well-established UK MSP, is seeking a 1st Line Helpdesk / IT Support Engineer in the Essex area. You will be the first point of contact, delivering strong customer service while assisting with Microsoft 365, SharePoint Online, Azure, and security solutions.

This role offers real career progression into 2nd line and project work. Join a close-knit team of 16 technology professionals who value expertise, service quality and ongoing development.

Qualifications

• Customer-focused with a willingness to learn.
• Enjoys helping people and solving problems.
• Communicates confidently and professionally.
• Wants to build a long-term IT career.
• Previous MSP/helpdesk experience is advantageous.

Responsibilities

• Answer incoming support calls, emails and service requests.
• Log, prioritise and manage incidents through our ticketing system.
• Troubleshoot and resolve customer issues remotely and over the telephone.
• Escalate complex issues while maintaining ownership of the customer experience.
• Install and configure PCs, laptops, peripherals and software.
• Carry out customer site visits when required.
• Assist with customer onboarding projects and technology deployments.
• Build, configure and test new hardware within our office environment.
• Work collaboratively with colleagues to deliver exceptional customer service.

Skills

Customer-focused

Problem solving

Communication

Team player

Eager to learn

Tools

Microsoft 365

SharePoint Online

Azure

Cyber security

Microsoft Teams

Networking & Firewalls

Endpoint security

Managed Detection and Response

Teams Room & Audio Visual

Job description

1st Line Helpdesk / IT Support EngineerJoin a well-established MSP where your career can grow

DPSYSTEMS is an established IT Managed Service Provider with over 35 years of experience delivering outstanding technology solutions and support to businesses across the UK.

We're a close-knit team of 16 technology professionals who pride ourselves on building long-term relationships with our customers, delivering exceptional service, and creating an environment where our staff can develop and succeed.

As we continue to grow, we are looking for an enthusiastic and customer-focused 1st Line Helpdesk / IT Support Engineer to join our team.

This is an ideal opportunity for someone who enjoys technology, loves solving problems, and wants genuine career progression within a growing MSP.

The Role

As one of the first points of contact for our customers, you'll play a key role in delivering the high levels of service that DPSYSTEMS is known for.

No two days are the same. One moment you could be helping a user regain access to Microsoft 365, the next supporting a cloud migration, configuring a new laptop, assisting with cyber security solutions, or working alongside senior engineers on exciting customer projects.

You'll work closely with experienced colleagues who will support your development, giving you exposure to modern technologies including:

• Microsoft 365
• SharePoint Online
• Azure & Cloud Technologies
• Cyber Security Solutions
• Microsoft Teams
• Networking & Firewalls
• Endpoint Security & Managed Detection and Response
• Teams Room & Audio Visual Solutions

For the right person, this role offers a clear pathway into 2nd Line Support, project delivery and specialist technical roles.

Key Responsibilities

• Answer incoming support calls, emails and service requests.
• Log, prioritise and manage incidents through our ticketing system.
• Troubleshoot and resolve customer issues remotely and over the telephone.
• Escalate more complex issues when required whilst maintaining ownership of the customer experience.
• Install and configure PCs, laptops, peripherals and software.
• Carry out customer site visits when required.
• Assist with customer onboarding projects and technology deployments.
• Build, configure and test new hardware within our office environment.
• Work collaboratively with colleagues to deliver exceptional customer service.

What We're Looking For

We're not just looking for technical skills. We're looking for someone who:

• Has a genuine passion for technology.
• Enjoys helping people and solving problems.
• Communicates confidently and professionally.
• Takes pride in delivering excellent customer service.
• Is keen to learn and develop their technical skills.
• Enjoys working as part of a supportive team.
• Wants to build a long-term career within the IT industry.

Previous MSP or helpdesk experience would be advantageous, but attitude, enthusiasm and willingness to learn are just as important.

Why Join DPSYSTEMS?

Established and respected MSP with over 35 years of success.

Friendly, supportive and highly experienced team.

Exposure to a broad range of modern technologies.

Real career progression opportunities into 2nd Line and project work.