1st Line Support

1st Line IT Support Engineer - £24,000 - £27,000 DOE - Three Legged Cross

Our client is a growing IT and Telecoms Managed Service Provider (MSP), supporting over 500 active business customers across Dorset and Hampshire. They deliver a full suite of IT and telecoms services—including cloud solutions, VoIP, network infrastructure, cybersecurity, and end-user support—to businesses of all sizes and sectors.

Due to continued growth, they are seeking a motivated 1st Line IT Support Engineer to join their dynamic support desk team. This is an excellent opportunity for someone with a genuine passion for technology, who enjoys solving problems and delivering excellent customer service.

This role is open to individuals who may not have formal IT support experience but have a strong interest in computing, a technical mindset, and a customer-first attitude. Full training and ongoing development are provided.

Key Responsibilities

As a 1st Line Support Engineer, you will be the first point of contact for customer support queries. Your main responsibilities will include:

• Providing remote helpdesk support via phone, email, and service portal.

• Logging, managing, and resolving support tickets.

• Diagnosing and troubleshooting technical issues (hardware, software, networking).

• Escalating complex issues to 2nd/3rd Line Support when needed.

• Ensuring customer SLAs are met with efficient time and ticket management.

• Maintaining clear and concise ticket documentation.

• Delivering a high level of customer satisfaction and building lasting client relationships.

Ideal Skills & Technical Knowledge

• Microsoft 365 support and administration (incl. email, Teams, security).

• Microsoft Windows Server and Desktop environments.

• Mac OS support (desirable but not essential).

• PC hardware troubleshooting and software installation.

• Understanding of basic networking (LAN/WAN, routers, Wi-Fi).

• Experience with managed Wi-Fi and backup systems (desirable).

• Virtualisation technologies (e.g., VMware, Hyper-V) – preferred.

• Prior experience working in a Helpdesk or IT Support role is advantageous but not essential

What we're looking for:

• A passion for IT and problem-solving.

• A customer-focused mindset with a professional, friendly approach.

• Strong communication and organisational skills.

• Ability to manage multiple tasks and prioritise under pressure.

• Willingness to learn and grow within the business.

• Full UK driving licence (essential for occasional site visits).

Company Benefits

• Full-time permanent role with career progression opportunities.

• 23 days holiday + bank holidays (rising to 25 after 2 years).

• Free onsite parking.

• Friendly, supportive team environment.

• Ongoing training and development in IT, networking, cloud, and telecoms.

IT Support | Telecoms | Managed Services | Helpdesk Support