First Line Support

1st Line Support Service Desk Engineer – Leading UK Technology Provider (ISP/MSP)

£30,000 + £3,000 shift allowance

Manchester – 3 days office / remote when working a late shift

A major UK technology provider—featured in the Sunday Times Tech Track 100 and FT1000—is expanding its Service Operations team and hiring a First Line Support Engineer.

An opportunity to work within a secure, mission-critical environment, supporting public and private cloud platforms, secure infrastructure, backup and monitoring services, unified communications environments, and blue-light telecoms systems. You'll gain exposure to modern and legacy technologies while developing your skills in a high-performing, supportive team.

What's on Offer

• Hybrid working — remote available when working a late shift
• Monday–Friday initially, moving to a shift pattern once trained
• Flexibility in how shift patterns are built
• 25 days holiday + bank holidays (increasing with service)
• Enhanced maternity/paternity packages and strong pension contributions
• Wellbeing-focused culture with mental health first aiders and EAP access
• Electric vehicle scheme, cycle-to-work scheme, tech scheme and health plans
• A friendly, collaborative culture with regular social and volunteering opportunities

What You'll Be Doing

As a First Line Support Specialist, you'll be the first point of contact for technical incidents across a broad range of technologies, handling issues end-to-end.

You will work across platforms including secure infrastructure, hybrid cloud, unified telecoms, and blue-light service environments, with responsibilities such as:

• Troubleshooting and resolving hardware, software, voice, network and cloud-related issues
• Supporting systems across public cloud, private cloud, and secure hosted environments
• Monitoring critical systems using tools such as CheckMK, Virsae and SBC monitoring
• Managing and updating backup, patching and monitoring services
• Providing support on unified communications platforms including Avaya (blue-light), Gamma, NICE CXOne and legacy telephony systems
• Working with technologies such as:
• Windows OS, Windows Server, Active Directory
• VPN troubleshooting
• Avaya System Manager
• Office 365, VMware, PowerShell
• Producing RCA and outage documentation
• Liaising with 2nd/3rd line engineers and external partners
• Maintaining strong communication with customers throughout each incident lifecycle

About You

You'll thrive in this role if you are:

• Self-motivated and proactive
• Customer-focused with excellent communication skills
• Dynamic, positive and eager to develop
• Passionate about IT, problem-solving and technology

Experience in an IT support position is beneficial, but not essential. A strong work ethic, willingness to learn and genuine interest in IT are what matter most. You'll receive structured training, mentoring, and opportunities to gain further certifications.

Get in touch to discuss this opportunity