1st Line Support Analyst

1st Line Support Analyst

£25,000 - £30,000 | Fareham, Hampshire | MSP Environment

You’re the first line of defence when tech goes wrong and you love being the one who gets things back on track.

You’ve got a solid base of IT knowledge, a calm approach, and a genuine interest in helping people. Now you’re ready to build your skills in a fast-paced service desk, supporting external customers and working with a wide range of technologies.

This is your opportunity to join a well-established Managed Service Provider in Fareham, delivering front-line IT support to a growing customer base. It's the kind of place where you’re encouraged to learn, trusted to take ownership, and supported to grow.

What’s in it for you?

• Salary: £25,000 - £30,000
• Location: Fareham (office-based full time for collaboration and learning)
• Experience: Support a wide range of external customers with varied tech environments
• Tech Exposure: Microsoft 365, Windows Server, desktops, cloud apps, and more
• Progression: Clear path into 2nd line and project support as you grow your knowledge
• Team Culture: Friendly, collaborative, and focused on doing things properly

What you’ll be doing:

• Acting as the first point of contact for incoming IT support requests via phone and email
• Troubleshooting and resolving 1st line issues across Microsoft 365, Office apps, Windows, and user accounts
• Escalating more complex issues to 2nd line when needed and learning from them along the way
• Logging and updating tickets in the helpdesk system with clarity and accuracy
• Providing excellent customer service and keeping users informed every step of the way
• Supporting the onboarding of new users and basic admin tasks like password resets, licence assignments, and more

What you’ll bring to the table:

• Some commercial experience in an IT support role (or relevant IT training/certifications)
• A basic understanding of Microsoft 365, Office apps, and Windows OS
• Great communication skills, confident, friendly, and clear
• A methodical approach to troubleshooting and a real willingness to learn
• Bonus points if you’ve worked in an MSP or multi-customer environment
• Even more bonus points if you know your way around Windows Server

This is a great step for your IT career perfect if you’re looking to learn fast, work hard, and build your skills in a proper support environment, with clear progression routes into 2nd line and 3rd line support.

Ready to kickstart your IT journey?

Send your CV to bob . bath@ mexasolutions . com and let’s have a chat.