1st line support engineer

1st Line Support Engineer - MSP


My client is a growing Managed Service Provider looking for a proactive 1st Line Support Engineer to join their technical support team, providing high-quality IT support to a diverse client base.

Responsibilities:

* Acting as the first point of contact for IT support via phone, email, and ticketing system

* Logging, triaging, and resolving 1st line support tickets within agreed SLAs

* Providing user support for Windows 10/11, Microsoft 365, Outlook, and Azure AD

* Troubleshooting hardware, software, and basic network issues (LAN/WAN, Wi-Fi, printers)

* Performing user account management (password resets, onboarding/offboarding)

* Escalating complex issues to 2nd/3rd line engineers with clear documentation

* Maintaining accurate ticket notes and technical documentation

* Supporting remote and on-site clients when required

* Delivering excellent customer service and building strong client relationships