Job Description

Posted 4 days ago

Job Title: 1st Line Support Engineer

Location: Wirral (Full-Time Onsite)
Industry: Managed Service Provider (MSP)
Salary: £25-28k per annum (DOE)

About the Role:

We are looking for a proactive and customer-focused 1st Line Support Engineer to join our clients growing team based in the Wirral. As part of a dynamic Managed Service Provider, you will be the first point of contact for our clients, providing technical support and troubleshooting across a wide range of IT systems and services.

This is a full-time onsite position, ideal for someone who thrives in a fast-paced, team-oriented environment and is passionate about delivering high-quality IT support.

Key Responsibilities:

Serve as the first point of contact for clients via phone, email, and ticketing system
Log, manage, and resolve 1st (some 2nd) line technical support issues within agreed SLAs
Diagnose and troubleshoot hardware, software, and network issues
Escalate more complex issues to 2nd and 3rd line support when necessary
Provide excellent customer service and maintain a positive client experience
Install and configure software and hardware under supervision
Document resolutions and maintain accurate support records
Assist with user account administration (e.g., Microsoft 365, Active Directory)
Maintain a professional, friendly, and helpful attitude at all times

Requirements:

Prior experience in a 1st line IT support role, ideally within an MSP environment
Strong understanding of Windows OS (10/11), Office 365 products, and common desktop applications
Experienced in Active Directory
Basic networking knowledge (TCP/IP, DNS, DHCP, etc.)
Familiarity with remote support tools and ticketing systems
Excellent communication and interpersonal skillsIn Technology Group Ltd is acting as an Employment Agency in relation to this vacancy