Salary: £28,000 - 28,000 per year Requirements: 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 Familiarity with ITIL or other IT service management frameworks (desirable) Experience working in structured or standards-driven environments (desirable) Responsibilities: 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 Technologies: Support ITIL Microsoft 365 Office 365 Ruby More: We are a dynamic team located in Waterlooville, offering a structured and supportive environment for our 1st Line Support Engineers. We provide hybrid working options with 3 days in the office and 2 days remote. Our benefits include a company pension scheme, life assurance, private healthcare, a generous holiday allowance, additional leave for birthdays and Christmas, professional development opportunities, an employee assistance programme, volunteer days, on-site parking, and casual Fridays with breakfast and refreshments. last updated 16 week of 2026