Job Description
Job Title: 1st Line Support Engineer
Location: Wirral (Full-Time Onsite)Industry: Managed Service Provider (MSP)Salary: £25-28k per annum (DOE)
About the Role:
We are looking for a proactive and customer-focused 1st Line Support Engineer to join our clients growing team based in the Wirral. As part of a dynamic Managed Service Provider, you will be the first point of contact for our clients, providing technical support and troubleshooting across a wide range of IT systems and services.
This is a full-time onsite position, ideal for someone who thrives in a fast-paced, team-oriented environment and is passionate about delivering high-quality IT support.
Key Responsibilities:
* Serve as the first point of contact for clients via phone, email, and ticketing system
* Log, manage, and resolve 1st (some 2nd) line technical support issues within agreed SLAs
* Diagnose and troubleshoot hardware, software, and network issues
* Escalate more complex issues to 2nd and 3rd line support when necessary
* Provide excellent customer service and maintain a positive client experience
* Install and configure software and hardware under supervision
* Document resolutions and maintain accurate support records
* Assist with user account administration (e.g., Microsoft 365, Active Directory)
* Maintain a professional, friendly, and helpful attitude at all times
Requirements:
* Prior experience in a 1st line IT support role, ideally within an MSP environment
* Strong understanding of Windows OS (10/11), Office 365 products, and common desktop applications
* Experienced in Active Directory
* Basic networking knowledge (TCP/IP, DNS, DHCP, etc.)
* Familiarity with remote support tools and ticketing systems
* Excellent communication and interpersonal skills
In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.