On-Site 1st Line MSP Support Engineer

Techary; Orpington; On-site; GBP 30,000 - 39,000; Full time

Benefits offered by this job

Birthday as a free day holiday.

Social events

Free breakfast, snacks and drinks.

Lunch provided Friday.

Job summary

Techary in Orpington is seeking a proactive 1st Line Support Engineer to be the first point of contact for our managed service customers, delivering friendly, efficient technical support.

You will log, triage, and resolve common issues in line with SLAs, and escalate complex problems to 2nd line while maintaining thorough ticket documentation. A passion for learning and customer service is essential.

Qualifications

• 1st line support experience in an MSP or service-desk environment preferred.
• Strong knowledge of Windows 10/11 and Microsoft 365 suite.
• Experience with user account management (Active Directory/Entra ID) and basic networking concepts.
• Familiarity with ticketing systems and SLAs; able to log, triage, and document effectively.
• Desire to grow into 2nd line support and beyond.

Responsibilities

• Act as the first point of contact for customer support requests via phone, email, and ticketing system.
• Log, triage, prioritise, and manage incidents and service requests in line with SLAs.
• Resolve common 1st line issues efficiently while maintaining high customer satisfaction.
• Escalate complex issues to 2nd line with thorough diagnostics and context.
• Contribute to knowledge base with fixes and procedures.

Skills

Customer service

Communication

Teamwork

Problem solving

Education

CompTIA A+

MS Fundamentals (MS-900, AZ-900)

Tools

HaloPSA

ServiceNow

Freshservice

ConnectWise

Intune

Azure AD

Job description

Techary in Orpington is seeking a proactive 1st Line Support Engineer to be the first point of contact for our managed service customers, delivering friendly, efficient technical support.

You will log, triage, and resolve common issues in line with SLAs, and escalate complex problems to 2nd line while maintaining thorough ticket documentation. A passion for learning and customer service is essential.