IT Support Engineer / 1st Line Technical Support Service Desk Analyst Join a fast-paced managed services environment as an IT Support Engineer delivering technical support, troubleshooting and customer service across Windows, Microsoft 365 and networking systems. If you’ve also worked in the following roles, we’d also like to hear from you: Technical Support Engineer, IT Helpdesk Analyst, First Line Support Engineer, Desktop Support Technician, Service Desk Technician, IT Technician, IT Support Analyst SALARY: Competitive Benefits LOCATION: Bristol, South West England (BS32) (100% Office Based) JOB TYPE: Full-Time, Permanent JOB OVERVIEW We have a fantastic new job opportunity for an IT Support Engineer / 1st Line Technical Support Service Desk Analyst to join a busy MSP service desk environment supporting a wide range of clients and technologies. As an IT Support Engineer / 1st Line Technical Support Service Desk Analyst you will act as the first point of contact for IT support, resolving incidents, managing service requests and delivering excellent customer service in line with SLAs. Working as an IT Support Engineer / 1st Line Technical Support Service Desk Analyst you will troubleshoot Windows systems, Microsoft 365, Active Directory and networking issues while maintaining accurate ticket records and escalating where required. This is an excellent opportunity to develop your career in IT support within a collaborative, growth-focused environment offering training and progression. APPLY TODAY Ready to make your next career move? Apply Now for our Recruitment Team to review. DUTIES Your duties as the IT Support Engineer / 1st Line Technical Support Service Desk Analyst include: Incident Management: Act as the first point of contact for technical issues, triaging and resolving user problems Technical Troubleshooting: Diagnose and fix Windows 10/11, Microsoft 365, hardware and basic network issues Service Request Handling: Manage account creation, password resets, mailbox changes and software installations Ticket Ownership: Log, update and manage tickets through to resolution using PSA/RMM tools Customer Communication: Provide clear updates and maintain strong customer service throughout Escalation Management: Escalate complex issues with accurate and detailed notes System Monitoring : Respond to alerts and assist with routine maintenance tasks Documentation: Create and update knowledge base articles and record troubleshooting steps Continuous Improvement: Identify recurring issues and contribute to service improvements CANDIDATE REQUIREMENTS Previous experience in an IT support, service desk or helpdesk environment Experience supporting Windows 10/11 and Microsoft 365 Knowledge of Active Directory and user account management Basic networking knowledge including DNS, DHCP and VPN Experience using ticketing systems, PSA or RMM tools Strong problem-solving and troubleshooting skills Excellent communication and customer service skills Ability to prioritise workload and work under pressure A proactive approach with a desire to learn and develop A team-oriented mindset with a positive attitude BENEFITS Competitive salary Overtime or Time Off in Lieu (TOIL) Pension scheme 25 days holiday plus birthday leave Training and certifications Clear career progression opportunities HOW TO APPLY To be considered for this job vacancy, please submit your CV to our Recruitment Team who will review your details. CV’s of Job Applicants meeting this requirement will be submitted to our Client for consideration. By submitting your job application to us you are hereby giving us your express consent to submit your details to our Client for this purpose. JOB REF: AWDO-P14585 Full-Time, Permanent IT Jobs, Careers and Vacancies. Find a new job and work in Bristol, South West England. Multi-Job Board Advertising and CV Sourcing Recruitment Services provided by AWD online. AWD online specialise in sourcing candidates and advertising vacancies on multiple job boards for companies on a non-commission basis. AWD online operates as an employment agency. awd online | http://www.awdo.co.uk AWD-IN-SPJ