1st Line Support Engineer
My client is a growing Managed Service Provider looking for a proactive 1st Line Support Engineer to join their technical support team, providing high-quality IT support to a diverse client base.
Responsibilities:
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Acting as the first point of contact for IT support via phone, email, and ticketing system
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Logging, triaging, and resolving 1st line support tickets within agreed SLAs
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Providing user support for Windows 10/11, Microsoft 365, Outlook, and Azure AD
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Troubleshooting hardware, software, and basic network issues (LAN/WAN, Wi-Fi, printers)
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Performing user account management (password resets, onboarding/offboarding)
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Escalating complex issues to 2nd/3rd line engineers with clear documentation
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Maintaining accurate ticket notes and technical documentation
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Supporting remote and on-site clients when required
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Delivering excellent customer service and building strong client relationships
Key Skills & Experience:
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Previous experience in a 1st Line / Service Desk role (MSP experience preferred)
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Strong knowledge of Microsoft environments (Windows, O365, Active Directory)
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Familiarity with ticketing systems and remote support tools
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Excellent communication and customer service skills
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A proactive, problem-solving mindset with a desire to learn and progress
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