First Line Support Engineer - St Helens - £26,00-£29,000 This growing Managed Service Provider is currently looking for a 1st Line IT Support Engineer to join its team. This is an excellent opportunity for someone with strong ticketing experience in a fast-paced environment, who enjoys delivering high-quality technical support and working closely with clients. You’ll be the first point of contact for incoming technical queries, responsible for resolving issues efficiently or escalating them appropriately, all while maintaining excellent customer service and keeping users informed every step of the way. This role is on-site 5 days per week. Key Responsibilities: Log and manage support tickets. Respond to and resolve 1st line technical issues, both hardware and software-related, in a timely manner. Maintain a high level of customer service, following up on tickets and ensuring users are regularly updated. Accurately categorise and prioritise incidents and service requests based on urgency and impact. Escalate more complex problems to 2nd line support. Follow internal procedures and adhere to SLAs to deliver consistent support. Key Skills and Experience: Previous experience in a help desk or 1st line support role, preferably within an MSP. Strong ticketing system experience. Proven ability to manage a high volume of tickets in a fast-paced environment. Good prioritisation skills. Good understanding of Microsoft 365 administration and desktop Windows environments. Familiarity with remote support tools and basic networking concepts Clear and professional communication skills, both written and verbal. Customer-focused mindset with the ability to remain calm under pressure. A proactive approach to troubleshooting and problem-solving. Benefits: 28 holiday days (including bank holidays). Day off for your birthday. Flexible work environment. Progression opportunities. If you are interested, please apply now.