1st Line Helpdesk Engineer Location: Office-based in Chippenham Are you a customer-focused IT professional with MSP experience looking to grow your career in a supportive, forward-thinking environment? A leading Managed Service Provider, specialising in modern IT solutions including Telephony, IT Support, Microsoft 365, and Connectivity, is expanding its team and seeking a motivated 1st Line Helpdesk Engineer to deliver exceptional first-contact support to a diverse client base. Key Responsibilities: First point of contact for all support requests (phone, email, ticketing system) Remote troubleshooting and resolution across: Windows 10/11 desktops & laptops Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint) Printers, basic networking, and telephony systems Active Directory tasks (password resets, user creation) Ticket logging, prioritisation, and escalation to 2nd Line/specialists Clear client communication and accurate documentation New user onboarding and IT asset preparation Contribution to service improvement initiatives Essential Requirements: Minimum 1 year MSP experience Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory Solid grasp of networking basics (DNS, DHCP, IP) Excellent communication and customer service skills Strong time management and prioritisation Passion for technology and helping others Desirable Skills: Experience with RMM tools Exposure to VoIP/hosted telephony Knowledge of backup/antivirus solutions Microsoft certifications (e.g., MS-900, AZ-900) Full UK driving licence What's on Offer: Fully supported Microsoft certifications & training Modern office environment with a collaborative team culture Clear progression pathway to 2nd Line and specialist roles