IT Support Engineer / 1st Line Technical Support Service Desk Analyst
Location: Bristol, South West England (BS32) – 100% Office Based
Job Type: Full-Time, Permanent
Salary: Competitive + Benefits
Job Overview
We have a fantastic new job opportunity for an IT Support Engineer / 1st Line Technical Support Service Desk Analyst to join a busy MSP service desk environment supporting a wide range of clients and technologies.
As an IT Support Engineer / 1st Line Technical Support Service Desk Analyst you will act as the first point of contact for IT support, resolving incidents, managing service requests and delivering excellent customer service in line with SLAs.
Working as an IT Support Engineer / 1st Line Technical Support Service Desk Analyst you will troubleshoot Windows systems, Microsoft 365, Active Directory and networking issues while maintaining accurate ticket records and escalating where required.
This is an excellent opportunity to develop your career in IT support within a collaborative, growth-focused environment offering training and progression.
Responsibilities
* Incident Management: Act as the first point of contact for technical issues, 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 throughout
* 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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