1st Line IT Support Engineer

Overview
1st Line Support Engineer | Up to 28,000 DOE | London - Full Time on Sitex3 days on client site and x2 days in the office. I am recruiting in London for 1st Line Support Engineers for a leading IT Managed Service Provider (MSP).For this role you must have previous MSP experience, including client facing experience!My client is a Microsoft Solutions Partner, and have an Investors in People Gold accreditation. This is an exciting opportunity to be part of a successful and leading MSP.As a 1st Line IT Support Engineer you will be based three days a week onsite at clients in a very modern London-based office working within a fast-paced environment. The ideal candidate would have 1-2 years of experience in a 1st Line IT Support role and ideally some qualifications such as AZ-900, MS-900, SC-900 or be prepared to undertake these within the first 6 months, fully funded by the client.As a 1st Line Support Engineer you will take a supporting role in the management and resolution of customers\'' technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.Responsibilities
Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping the customer informed of progress.Record all IT incidents, requests and problems, ensuring all relevant details are captured in line with Service Desk standards.Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).Investigate and diagnose incidents by providing first-line telephone support, gathering and analysing information to identify and resolve a range of technical incidents such as hardware, software, application and network incidents with the objective of restoring normal service as quickly as possible.Liaise with third party suppliers where necessary, logging tickets and acting as a central point of contact.Monitor and track incidents, requests or problems, escalating where necessary to other resolver groups or line Manager.Log and assign tickets and monitor workloads for the other Service Desk team members.Experience and Qualifications
MSP background preferable1-2 years proven experience in an IT support roleExperience of working to an ITIL framework in a service desk capacityMicrosoft Windows Server (Apply online only)Microsoft 365 Support for Email, SharePoint, OneDrive and TeamsConnectWiseNinja RMMActive Directory ManagementWindows 10, 11 Operating System SupportApple OS and Apple Mac support experienceMicrosoft Office SuiteBackup Technologies such as DATTO, AcronisLaptop/desktop and thin client supportPersonal Skills
Highly MotivatedCan do attitudeAttention to detailExcellent communicationProven client service skillsAbility to work under pressureWillingness to work flexibly as requiredGood telephone etiquetteExams and Certifications
Exams towards certifications relevant for your role fully paid for by my client!Benefits
Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards and benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays!Exams towards certifications relevant for your role fully paid for by my client!1st Line Support Engineer Experience:Backup Technologies such as DATTO, AcronisConnectWiseNinja RMM1st Line Support Engineer Responsibilities (continued):Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
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