1st Line Support Engineer - London

1st Line Support Engineer
Location: London – Hybrid working (5 days on-site during probation; after 6 months probation, 1 day remote depending on business need)
Salary: Up to £28,000 DOE

Are you a motivated IT professional with a passion for customer service and problem solving? We’re looking for an experienced 1st Line Support Engineer to join our growing team in central London.

As a leading MSP, we deliver exceptional IT support services designed to boost performance, minimise downtime, and reduce operational costs. Our proactive and strategic approach ensures that problems are addressed before they arise, helping our clients stay ahead of the curve.

Recognised as one of the Top 25 Best Small Companies to Work For in London, Top 50 in the UK, and one of the Top 25 in Technology,

Role Overview:

As a 1st Line Support Engineer, you’ll be the first point of contact for technical issues, providing outstanding customer service and technical expertise. You’ll also play a key role in problem management and the continuous improvement of our managed services.

Essential Experience:

• 1–2 years in a similar IT support role
• Experience in a service desk environment, ideally following ITIL principles
• Microsoft Windows Server (2016–2022)
• Microsoft 365 (Outlook, SharePoint, OneDrive, Teams)
• Active Directory
• Windows 10 & 11
• Apple OS/Mac support
• Microsoft Office Suite
• Backup technologies (e.g. DATTO, Acronis)
• Laptop/desktop/thin client support

Desirable Skills:

• Certifications in Cisco, Apple, or Microsoft
• Linux support
• Server infrastructure knowledge

What We’re Looking For:

• Highly motivated with a “can-do” attitude
• Detail-oriented with strong communication skills
• Able to work well under pressure
• Strong client service skills and telephone manner
• Willingness to be flexible and adaptable

Key Responsibilities:

• Deliver professional, customer-focused service throughout each ticket's lifecycle
• Log, categorise, and prioritise tickets in line with SLAs
• Provide first line support via telephone and remote tools
• Troubleshoot and resolve incidents related to hardware, software, networks, and applications
• Liaise with third-party suppliers where necessary
• Monitor and escalate tickets as required
• Assist in managing workloads across the Service Desk team

Benefits:

• Full-time hours: 7.5 hours/day
• Shift patterns between 8:00am–6:00pm (e.g. 8am–4:30pm / 9am–5:30pm / 9:30am–6pm)
• 20 days holiday + bank holidays, plus your birthday off after probation
• Vitality at Work business rewards
• Breakfast Wednesdays
• Cycle to Work Scheme
• Gym membership
• Gaming nights, football, and quarterly social events
• Fully paid exams and training for relevant certifications

Ready to start your next chapter in IT support? Apply today and join a company that truly invests in your success.