This 1st Line Support Engineer role offers a structured, supportive environment where you can build your technical skills, take ownership of real issues, and progress into more advanced technical responsibilities as your experience grows.1 Line Support Waterlooville 2 days a week remote £28,000 About the Role We're looking for a reliable and customer-focused 1st Line Support Engineer to join a busy Service Delivery team. As the first point of contact for customers, you'll play a key role in delivering a calm, structured, and professional support experience. This is an ideal opportunity for someone who enjoys solving problems, working within clear processes, and providing consistent, high-quality first-line IT support in a managed services environment. You'll be responsible for handling incidents and service requests, keeping customers informed, and ensuring every interaction is clear, organised, and reassuring.What You'll Be Doing
* Acting as the first point of contact for IT support queries
* Managing and resolving first-line incidents and service requests
* Logging, categorising, and updating tickets accurately
* Keeping customers informed with clear and timely updates
* Escalating more complex issues with structured handovers
* Supporting user administration tasks (e.g. joiners, movers, leavers)
* Identifying recurring issues and helping improve service efficiency
* Working within defined SLAs and established processes
What We're Looking ForEssential:
* Experience in first line support (ideally within an MSP or IT services environment)
* Strong knowledge of Microsoft 365 (user admin and troubleshooting)
* Experience using a ticketing system
* Full UK driving license
* Excellent communication skills with a calm, professional approach
* Ability to follow structured processes and maintain accurate records
Desirable:
* Familiarity with ITIL or other IT service management frameworks
* Experience working in structured or standards-driven environments
What's on Offer
* Hybrid working (3 days office / 2 days remote)
* Company pension scheme
* Life assurance
* Private healthcare
* Generous holiday allowance (with increases over time)
* Additional leave for birthdays and Christmas
* Professional development opportunities
* Employee assistance programme
* Volunteer days
* On-site parking
* Casual Fridays with breakfast and refreshments
Apply Now To apply for this 1 Line Support role, please apply on online or you can forward your CV to