IT Support Engineer (1st Line) – MSP Growth Path

James Frank Associates

Whetsted

On-site

GBP 28,000 - 30,000

Full time

14 days+

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Job summary

James Frank Associates is seeking an IT Support Engineer in the United Kingdom. The role involves acting as the first point of contact for clients, handling 1st line tickets, and delivering desktop, networking, and infrastructure support.

You will work with Active Directory, Windows, and Microsoft 365, ensuring high service levels and effective client liaison. The ideal candidate has at least 1 year in IT support, strong communication skills, and access to a vehicle to support client site

Qualifications

Minimum 1 year experience in a similar IT role.
Experience providing a high level of 1st line support to clients and users.
Ability to provide desktop, networking, and infrastructure support.
Experience with Microsoft technologies, including Windows OS and Microsoft 365.
Basic networking fundamentals, including LAN, DNS, and DHCP.
Active Directory experience.
Excellent communication skills and confidence liaising with colleagues and clients of all levels.
Access to own vehicle.

Responsibilities

Act as the first point of contact for questions and queries.
Complete 1st line tickets with a high degree of accuracy and attention to detail.
Ensure tickets and queries are completed within agreed SLAs.
Carry out hardware and software installations.
Set up printers, routers, PCs, and AV equipment.
Escalate unresolvable issues to more senior engineers.
Maintain a high level of customer service for clients at all times.