1st Line Support (London Area)

1st Line Support Engineer – London - £30K + Benefits

Overview:

A growing and dynamic Managed Service Provider (MSP) based in central London is looking for a passionate and customer-focused 1st Line Support Engineer to join their busy Service Desk Team.

You'll be part of a close-knit team of engineers, working in a collaborative, casual environment where teamwork is key. There’s a strong focus on career progression, with opportunities to move into a 2nd Line role as you develop your skills.

Role & Responsibilities:

• Provide 1st line IT support across Microsoft 365 environments (Outlook, Windows, Azure AD, etc.).
• Manage support tickets via phone, email, and remote monitoring tools.
• Diagnose and resolve hardware, software, and network issues.
• Set up and configure new devices, accounts, and applications.
• Monitor systems, perform installations, updates, and basic maintenance.
• Troubleshoot VoIP systems (training on 3CX can be provided).
• Escalate complex issues to 2nd/3rd line teams.
• Communicate clearly and effectively with users, ensuring high levels of service.
• Follow ITIL best practices and support continuous service improvements.

Essential Skills & Requirements:

• Experience in a 1st Line Support or similar IT role (MSP experience is a plus).
• Solid knowledge of Microsoft 365, Windows OS, Active Directory, and networking basics.
• Familiarity with ticketing systems and remote support tools.
• Strong customer service and communication skills.
• Enthusiastic, proactive, and keen to learn and grow.
• Relevant certifications (e.g., CompTIA A+, Microsoft, ITIL Foundation) are beneficial.

What’s in it for you?

• £28,000 - £30,000 salary, depending on experience.
• Professional training and certification support.
• Exposure to diverse clients and technologies.
• Opportunities to progress into 2nd Line Support and beyond.
• Supportive and collaborative team environment.
• Benefits including company events, retail discounts, cycle to work scheme, and pension plan.
• London: 5 X per week

If you’re passionate about IT support and eager to grow within a thriving MSP environment, we’d love to hear from you. Apply now to take the next step in your IT career!