1st Line Support

Description:

An award-winning IT consultancy is seeking a proactive and customer-focused 1st Line Support Engineer to join their dynamic team. This fully onsite, client-facing role is ideal for someone who thrives in fast-paced environments and enjoys solving technical issues across a wide range of industries.

You’ll act as the first point of contact for clients, delivering technical support via phone, email, and chat. Your responsibilities will include troubleshooting hardware, software, and network issues, logging tickets, and providing remote and on-site support.

MSP experience (minimum 1 year) is essential, as you’ll be supporting multiple clients and handling varied technical challenges while ensuring a high standard of service delivery.

Key Responsibilities:

• Provide 1st line technical support via phone, email, and chat.
• Troubleshoot and resolve hardware/software/network issues or escalate where appropriate.
• Manage tickets and track progress in the service desk system.
• Support user account management, device setup, and configuration.
• Ensure SLAs are met with clear communication and professional service.
• Collaborate with internal teams and contribute to documentation and knowledge base.

Requirements:

• Minimum 1 year of experience in a 1st Line Support role within an MSP environment.
• Strong troubleshooting skills across Windows, macOS, hardware, and basic networking.
• Excellent customer service and communication skills.
• Experience with ticketing systems and remote support tools.
• Ability to prioritise tasks and perform under pressure.
• Certifications (CompTIA A+, Microsoft) or an IT-related degree preferred.