IT Support Engineer

Job Title: 1st Line Support Engineer

Location: Wirral (Full-Time Onsite)
Industry: Managed Service Provider (MSP)
Salary: £25-28k per annum (DOE)

About the Role:

We are looking for a proactive and customer-focused 1st Line Support Engineer to join our clients growing team based in the Wirral. As part of a dynamic Managed Service Provider, you will be the first point of contact for our clients, providing technical support and troubleshooting across a wide range of IT systems and services.

This is a full-time onsite position, ideal for someone who thrives in a fast-paced, team-oriented environment and is passionate about delivering high-quality IT support.

Key Responsibilities:

• Serve as the first point of contact for clients via phone, email, and ticketing system
• Log, manage, and resolve 1st (some 2nd) line technical support issues within agreed SLAs
• Diagnose and troubleshoot hardware, software, and network issues
• Escalate more complex issues to 2nd and 3rd line support when necessary
• Provide excellent customer service and maintain a positive client experience
• Install and configure software and hardware under supervision
• Document resolutions and maintain accurate support records
• Assist with user account administration (e.g., Microsoft 365, Active Directory)
• Maintain a professional, friendly, and helpful attitude at all times

Requirements:

• Prior experience in a 1st line IT support role, ideally within an MSP environment
• Strong understanding of Windows OS (10/11), Office 365 products, and common desktop applications
• Experienced in Active Directory
• Basic networking knowledge (TCP/IP, DNS, DHCP, etc.)
• Familiarity with remote support tools and ticketing systems
• Excellent communication and interpersonal skills

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.