**1st Line Support Engineer
Up to £28,000 DOE
London - Full Time on Site
x3 days on client site and x2 days in the office**
I am recruiting in London for an 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 x3 days a week onsite at clients in a very modern London based office working within an fast paced environment.
The ideal candidate would be someone that has 1-2 years experience within an 1st Line IT Support role and ideally you will have some qualifications like AZ-900, MS-900, SC-900 or be prepared to undertake these within the 1st 6 months, fully funded by my client.
As a 1st Line Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.
1st Line Support Engineer 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 & 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:
* MSP background preferable
* 1-2 years proven experience in an IT support role
* Experience of working to an ITIL framework in a service desk capacity
* Microsoft Windows Server
* Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
* ConnectWise
* Ninja RMM
* Active Directory Management
* Windows 10, 11 Operating System Support
* Apple OS and Apple Mac support experience
* Microsoft Office Suite
* Backup Technologies such as DATTO, Acronis
* Laptop/desktop and thin client support
Personal Skills:
* Highly Motivated
* Can do attitude
* Attention to detail
* Excellent communication
* Proven client service skills
* Ability to work under pressure
* Willingness to work flexibly as required
* Good telephone etiquette
1st Line Support Engineer Responsibilities:
* Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
* Recording 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 act as a central point of contact.
* Monitoring and tracking 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.
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.