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