Job Title: 1st Line Support Engineer – Service Desk
Location: Preston, UK
Salary: £27,000- £29,000 DOE + Benefits
Employment Type: Full Time
About the Company
Our client is a growing MSP based in Preston, delivering managed IT, cloud, and security services to a variety of clients. They are recognised for technical expertise, excellent client service, and a collaborative team culture.
Role Overview
We are seeking a 1st Line Support Engineer to join a busy service desk team. This is a early-career role for someone with 1+ years’ IT support experience, providing technical assistance to clients and escalating more complex issues to 2nd Line engineers.
Key Responsibilities
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Provide 1st line support for client IT issues via phone, email, or ticketing system.
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Troubleshoot and resolve basic issues with Microsoft 365 / Office 365, Windows PCs, laptops, and endpoint devices.
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Assist with password resets, account management, and software installations.
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Escalate more complex issues to 2nd Line engineers as appropriate.
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Maintain accurate ticket documentation and keep clients updated on progress.
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Ensure SLAs are met and provide excellent customer service.
Essential Skills & Experience
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1+ years’ experience in IT support, helpdesk, or 1st line support, ideally within an MSP or managed IT environment.
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Basic knowledge of Windows desktop and server environments.
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Familiarity with Microsoft 365 / Office 365.
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Good communication and customer service skills.
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Ability to learn quickly and follow guidance from senior engineers.
Desirable Skills
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Basic understanding of networking (TCP/IP, DNS, DHCP).
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Exposure to Intune, Azure, or virtualisation (VMware / Hyper-V) is advantageous.
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Relevant IT certifications (e.g., CompTIA A+, Microsoft Fundamentals)
Benefits
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Competitive salary with a yearly performance-related bonus
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Training and career development support
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Pension scheme
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Friendly and collaborative MSP environment with great progression opportunities
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