1st Line Service Desk

1st Line IT Engineer - Managed IT Services

Manchester (Hybrid)

£24/27k DOE + Benefits

Are you passionate about technology and love helping people solve IT problems?

This is a great opportunity to join a growing Managed Service Provider (MSP) that delivers modern IT and cloud solutions to a wide range of UK businesses.

You'll be part of a supportive service desk team that prides itself on delivering excellent customer experiences, resolving issues quickly, and keeping clients' systems running smoothly.

The Role

As a 1st Line IT Engineer, you'll be the friendly, professional first point of contact for customers - providing remote support, troubleshooting hardware and software issues, and ensuring tickets are resolved efficiently and accurately.

You'll:

• Deliver excellent service and achieve first-time resolution wherever possible
• Log and manage all incidents through the helpdesk system (Autotask or similar)
• Escalate more complex issues to senior engineers when needed, keeping users informed throughout
• Support end users with Microsoft 365, Teams, Windows OS, networking, and basic server administration
• Contribute to process improvements and knowledge sharing across the service desk
• Maintain accurate documentation and follow internal IT and security processes

About You

• Minimum 1 year's experience in an IT support or Service Desk environment
• Confident supporting users across Windows, Microsoft 365, and Teams
• Basic understanding of Active Directory, networking (TCP/IP, LAN, WAN, VLAN), and general IT infrastructure
• Excellent communication and time management skills
• Positive, proactive, and customer-focused attitude
• Keen to learn and build your technical knowledge with ongoing training

What's on Offer

• £24/27k DOE
• 25 days holiday + bank holidays
• Private medical cover
• Company pension
• Funded training and professional qualifications
• Fun, social office culture - including "Beer Fridge Thursdays & Fridays" and regular team events