1st Line Support

IT Support Engineer / 1st Line Engineer

Gloucester Hybrid 2-3 days a week WFH | Sector : Managed Service Provider

ABOUT OUR CLIENT

Our client is a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. With a friendly, collaborative culture and a genuine focus on people development, they offer a fantastic environment to build your IT career. They pride themselves on the quality of their team and the level of service they deliver — and they're now looking for an IT Support Engineer to join them.

THE ROLE

This is a first-line IT support role with real responsibility. You'll be the first point of contact for users across a varied client base, taking ownership of incidents and service requests from initial log through to resolution. The team is on a journey from reactive break/fix to a more proactive support model, and this role plays an active part in that — identifying trends, contributing to knowledge sharing, and helping to reduce avoidable support demand.

WHAT YOU'LL BE DOING

• Providing high-quality first-line remote support to users across a varied client base via phone, email and ticketing systems

• Taking ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughout

• Triaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirements

• Investigating and resolving desktop, Microsoft 365, connectivity, access, application and device-related issues

• Identifying recurring issues and trends, raising improvement opportunities with the team lead

• Escalating issues to senior engineers with clear details of troubleshooting completed and evidence gathered

• Maintaining accurate ticket records including notes, time entries and resolution details

• Creating and updating knowledge base articles and known fixes to improve first-time fix rates

• Attending client sites where required to resolve issues or support agreed service activities

• Working collaboratively with the team to share knowledge and contribute to continual service improvement

WHAT WE'RE LOOKING FOR

• Experience supporting Windows desktop environments

• Experience supporting Apple/macOS desktop environments

• Microsoft 365 administration and troubleshooting experience, including Exchange Online

• Basic networking knowledge — LAN, WAN, wireless and firewall concepts

• Experience using ticketing systems or PSA tools

• Strong communication skills — clear, calm and professional with users at all levels

• Good attention to detail when documenting tickets, resolutions and customer communications

• Awareness of ITIL best practice — incident management, service request fulfilment and problem management

• MSP experience is desirable but not essential

• Familiarity with Intune, Cisco Meraki or RMM tools is advantageous

THE PACKAGE

• Competitive salary, reviewed in line with experience and performance

• Option to purchase additional annual leave

• Private healthcare scheme

• Company pension

• Ongoing training, certification support and clear progression pathways

• Exposure to a wide range of technologies, clients and projects

• Supportive, collaborative team environment with a genuine focus on development

To apply or find out more, please get in touch with Lauren at Set2Recruit
Only candidates based in UK and eligible to work in UK are allowed