Job Description: 1st Line Support Engineer
Company: Netsense - IT Simplified
Location: Burgess Hill, West Sussex
Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance.
The Role
At NetSense, we live by our motto: IT Simplified. Were looking for a 1st Line Support Engineer who is as good with people as they are with PCs. You are the face (and voice) of our technical team, acting as the first point of contact for clients who need their technology to “just work.” Because we support high-security environments, this role requires a high level of trust and the ability to handle sensitive data.
What Youll Be Doing
* Act as the initial point of contact for all incoming technical queries via phone, email, and chat.
* Diagnose and resolve basic hardware and software issues (Windows/Mac, Office 365, connectivity, and peripherals).
* Log all incidents accurately in our service desk system, ensuring users are kept in the loop every step of the way.
* Set up new users, manage password resets, and handle basic Active Directory/Azure AD tasks.
* Identify when a problem needs more “firepower” and elevate it smoothly to our 2nd and 3rd-line teams.
* Maintain strict adherence to security protocols when handling client data and internal systems.
Mandatory Requirements
* Security Clearance: You must be able to obtain and maintain Full UK Eyes Only (SC/DV) Security Clearance.
* Residency: You must have been a continuous UK resident for at least the last 5 years.
* Citizenship: You must hold a valid British Passport.
What Were Looking For
* Familiarity with Windows 10/11, Microsoft 365, and basic networking (DHCP, DNS, Wi‑Fi).
* Patience and empathy – you help people, not just fix computers.
* A logical approach to troubleshooting. Even if you dont know the answer, you know how to find it.
* Clear, concise, and jargon‑free communication skills.
Bonus Points if You Have
* CompTIA A+, Network+, or Microsoft Fundamentals certifications.
* Previous experience in a Managed Service Provider (MSP) environment.
* Familiarity with ITIL frameworks or ISO 27001 standards.
Why NetSense?
We arent a faceless corporation. Were a team that values simplicity, efficiency, and a good sense of humor. We offer competitive pay, continuous training opportunities, and a culture where your voice is heard and your career progression is supported.
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