IT Support Engineer / 1st Line Technical Support Service Desk Analyst Join a fast-paced managed services environment as an IT Support Engineer delivering technical support, troubleshooting, and customer service across Windows, Microsoft 365, and networking systems.
If you’ve also worked in the following roles, we’d also like to hear from you: Technical Support Engineer, IT Helpdesk Analyst, First Line Support Engineer, Desktop Support Technician, Service Desk Technician, IT Technician, IT Support Analyst.
Location: Bristol, South West England (BS32) (100% Office Based)
Job Type: Full-Time, Permanent
Job Overview
Act as the first point of contact for IT support, resolving incidents, managing service requests, and delivering excellent customer service in line with SLAs. Troubleshoot Windows systems, Microsoft 365, Active Directory and networking issues while maintaining accurate ticket records and escalating where required. This role offers training and progression in a collaborative, growth-focused environment.
Duties
* Incident Management: Triaging and resolving user problems.
* Technical Troubleshooting: Diagnose and fix Windows 10/11, Microsoft 365, hardware, and basic network issues.
* Service Request Handling: Manage account creation, password resets, mailbox changes, and software installations.
* Ticket Ownership: Log, update and manage tickets through to resolution using PSA/RMM tools.
* Customer Communication: Provide clear updates and maintain strong customer service.
* Escalation Management: Escalate complex issues with accurate and detailed notes.
* System Monitoring: Respond to alerts and assist with routine maintenance tasks.
* Documentation: Create and update knowledge base articles and record troubleshooting steps.
* Continuous Improvement: Identify recurring issues and contribute to service improvements.
Candidate Requirements
* Previous experience in an IT support, service desk or helpdesk environment.
* Experience supporting Windows 10/11 and Microsoft 365.
* Knowledge of Active Directory and user account management.
* Basic networking knowledge including DNS, DHCP and VPN.
* Experience using ticketing systems, PSA or RMM tools.
* Strong problem‑solving and troubleshooting skills.
* Excellent communication and customer service skills.
* Ability to prioritise workload and work under pressure.
* A proactive approach with a desire to learn and develop.
* A team‑oriented mindset with a positive attitude.
Benefits
* Competitive salary.
* Overtime or Time Off in Lieu (TOIL).
* Pension scheme.
* 25 days holiday plus birthday leave.
* Training and certifications.
* Clear career progression opportunities.
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