MSP 1st Line Support Engineer

Inspiring Interns; London; On-site; GBP 25,000 - 28,000; Full time

Job summary

A leading company is seeking a 1st Line IT Support Specialist to manage technical issues for their clients. The ideal candidate will have strong communication skills and a passion for IT, with a range of technical skills including knowledge of Microsoft technologies and customer service experience. Opportunities for career progression, a competitive salary, and a supportive team environment are offered.

Benefits

Opportunities for career progression

Training courses and certification programs

Company events

Retail discounts

Cycle scheme

Pension scheme

Qualifications

• Strong passion for IT and troubleshooting.
• Previous experience in 1st line support or similar role preferred.
• Ability to work independently and as part of a team.

Responsibilities

• Diagnose and resolve technical issues related to hardware and software.
• Monitor systems and perform routine tasks like repairs and upgrades.
• Log and manage support requests through the ticketing system.

Skills

Problem Solving

Communication

Technical Support

Customer Service

Basic Networking Concepts

Education

Relevant IT Certifications (CompTIA A+, ITIL Foundation, Microsoft certifications)

Tools

Microsoft O365

Active Directory

Azure AD

Ticketing Systems

Job description

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• Diagnose and resolve basic technical issues related to hardware, software, networks, and user accounts.
• Escalate more complex technical issues to 2nd and 3rd line support teams where necessary.
• Troubleshooting across a variety of hardware and software.
• Provide clear and effective communication to users, ensuring they are kept informed about issue resolution.
• Log and manage tickets within the service management system, ensuring all information is accurately recorded.
• Monitoring systems, performing repairs, upgrades, installations and other routine tasks.
• Assist with setting up and configuring new devices, user accounts, and software applications.
• Being the first point of contact for customers both in person and remotely, logging and resolving calls using the set procedures.
• Follow ITIL best practices and contribute to continuous improvement initiatives.

Responsibilities

• Logging and managing support requests.
• Diagnose and resolve basic technical issues related to hardware, software, networks, and user accounts.
• Escalate more complex technical issues to 2nd and 3rd line support teams where necessary.
• Troubleshooting across a variety of hardware and software.
• Provide clear and effective communication to users, ensuring they are kept informed about issue resolution.
• Log and manage tickets within the service management system, ensuring all information is accurately recorded.
• Monitoring systems, performing repairs, upgrades, installations and other routine tasks.
• Assist with setting up and configuring new devices, user accounts, and software applications.
• Being the first point of contact for customers both in person and remotely, logging and resolving calls using the set procedures.
• Follow ITIL best practices and contribute to continuous improvement initiatives.

About You

• You’ll be an enthusiastic problem solver with a strong passion for IT.
• You will have a broad range of technical skills, in Microsoft technologies (O365, Windows, Active Directory, Azure AD, Outlook), along with basic networking concepts.
• Familiarity with remote support tools and ticketing systems.
• As this role involves interacting with users directly, strong communication skills are essential, and a background in customer service is a welcome addition.
• Previous experience in a 1st line support or similar IT support role, preferably within an MSP environment will be beneficial.
• A proactive and enthusiastic attitude towards IT support.
• Ability to work both independently and as part of a team.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus.

What we Offer:

• A dynamic and fast-paced working environment.
• Opportunities for career progression and professional development, through training courses and certification programs.
• Exposure to a wide range of technologies and industries.
• A supportive and collaborative team culture.
• Competitive salary (£25K-28K dependent on experience)
• A range of great benefits including company events, retail discounts, cycle scheme and pension scheme.