1st Line Support Engineer
Location: London
Salary: Competitive basic + bonus
Way of Working: Full-time, office-based
Contract Type: Permanent
ABOUT THE BUSINESS
A long-established, award-winning IT services provider with over 30 years of success, this organisation delivers cutting-edge technology solutions to a global client base across professional and financial services. Recognised for technical excellence, industry accreditations and continuous innovation, the business is now expanding its worldwide managed services function. Due to ongoing growth and increased service demand, they are seeking a proactive and customer-focused 1st Line Support Engineer to join their service desk team.
THE 1ST LINE SUPPORT ENGINEER OPPORTUNITY
- Act as the first point of contact for customer queries via phone, email, webchat and support portal
- Log, assess and progress tickets efficiently using service desk tools, escalating where necessary
- Troubleshoot and resolve issues across a broad IT landscape, collaborating with 2nd and 3rd line teams
- Deliver clear, consistent communication and exceptional customer service at all times
- Support documentation improvements, coaching junior engineers, and contributing to an inclusive team culture
YOUR KEY SKILLS
- Working towards or holding Microsoft certifications such as MD-101, MS-100 or MS-101
- Experience in a Managed Service Provider or B2B technical support environment
- Familiarity with ITIL principles and service desk operations
- Hands-on experience with Office 365, ideally including E3/E5 and Azure/EMS
- Strong troubleshooting of Microsoft Windows desktop operating systems
- Excellent written and verbal English communication skills
- Advantageous experience with technologies such as: Exchange, SharePoint, Teams, Active Directory, Azure AD, SCCM/Intune, Microsoft Office
BENEFITS
- Basic salary + performance bonus
- Training sponsorship and funded industry certifications
- Incentives for achieving Microsoft accreditations
- Company pension scheme
- Private medical insurance
- Income protection
- Employee Assistance Programme
- 33 days holiday (including bank holidays)
- Additional day off for your birthday
- Company sick pay
- Various wellbeing and workplace benefits
If you are interested in the role, please send an application detailing proof of the above or contact Amy Burton in our office.
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