1st Line Helpdesk Engineer

1st Line Helpdesk Engineer

Location: Office-based in Chippenham

Are you a customer-focused IT professional with MSP experience looking to grow your career in a supportive, forward-thinking environment?

A leading Managed Service Provider, specialising in modern IT solutions including Telephony, IT Support, Microsoft 365, and Connectivity, is expanding its team and seeking a motivated 1st Line Helpdesk Engineer to deliver exceptional first-contact support to a diverse client base.

• First point of contact for all support requests (phone, email, ticketing system)
• Remote troubleshooting and resolution across:
  • Windows 10/11 desktops & laptops
  • Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)
  • Printers, basic networking, and telephony systems
  • Active Directory tasks (password resets, user creation)
• Ticket logging, prioritisation, and escalation to 2nd Line/specialists
• Clear client communication and accurate documentation
• New user onboarding and IT asset preparation
• Contribution to service improvement initiatives

• Minimum 1 year MSP experience
• Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory
• Solid grasp of networking basics (DNS, DHCP, IP)
• Excellent communication and customer service skills
• Strong time management and prioritisation
• Passion for technology and helping others

• Experience with RMM tools
• Exposure to VoIP/hosted telephony
• Knowledge of backup/antivirus solutions
• Microsoft certifications (e.g., MS-900, AZ-900)
• Full UK driving licence

• Fully supported Microsoft certifications & training
• Modern office environment with a collaborative team culture
• Clear progression pathway to 2nd Line and specialist roles