1st Line Support Engineer

Location: Ipswich, Suffolk

Employment Type: Full-time, On-site Salary: £24,000 - £28,000 (DOE)Company Type: Managed Service Provider (MSP)

About the Role

We're looking for a motivated and customer-focused 1st Line IT Support Technician to join our clients busy service desk team in Ipswich. As part of a growing Managed Service Provider (MSP), you'll be the first point of contact for our clients - helping resolve technical issues quickly and professionally, while delivering outstanding customer service.

This is a hands-on, on-site role, ideal for someone with a passion for technology and a desire to develop their IT career within a fast-paced, service-oriented environment.

Key Responsibilities

• Provide 1st line technical support via phone, email, and remote tools
• Log, prioritise, and manage incidents and service requests through the helpdesk system
• Diagnose and resolve hardware, software, and networking issues
• Escalate complex issues to 2nd line or specialist teams when required
• Assist with user account management, password resets, and system access
• Maintain accurate documentation of tickets, resolutions, and procedures
• Support desktop, laptop, and printer installations and configurations
• Deliver excellent customer service and maintain strong client relationships

Skills & Experience

• Previous experience in a 1st line / helpdesk support role (ideally within an MSP)
• Good understanding of Windows 10/11, Microsoft 365, and Active Directory
• Familiarity with remote support tools and ticketing systems
• Basic understanding of networking fundamentals (DNS, DHCP, TCP/IP)
• Strong communication and problem-solving skills
• Ability to work under pressure and manage multiple priorities

Relevant IT qualifications (e.g. CompTIA A+, Microsoft, ITIL) are a plus

Why Join Us?

• Competitive salary (£24,000 - £28,000 DOE)
• Exposure to a wide range of clients and technologies
• Clear career progression within a growing MSP environment
• Ongoing training and professional development
• Friendly, collaborative on-site team culture
• Free on-site parking and modern office facilities