About this role
Salary: £28,000 - 30,000 per year
Requirements: Previous experience in a 1st Line / Service Desk role, with MSP experience preferredStrong customer service and communication skillsBasic knowledge of Windows 10/11Basic knowledge of Microsoft 365Basic knowledge of Active Directory user managementGood troubleshooting and problem-solving abilityAbility to prioritise workload and work under pressureIdeally, experience working within an MSP environmentKnowledge of networking fundamentals such as DNS, DHCP, and TCP/IPExposure to cloud platforms such as Azure or Microsoft 365Industry certifications such as CompTIA or Microsoft certifications Responsibilities: Act as the first point of contact for clients via phone, email, and ticketing systemLog, categorise, and prioritise incidents and service requestsCommunicate clearly with users, providing updates and managing expectationsDeliver excellent customer service and maintain strong client relationshipsPerform initial diagnostics and troubleshooting on common issuesResolve first-line queries relating to Windows OS, basic server environments, Microsoft 365, hardware, and basic networking issuesGuide users through step-by-step fixes where appropriateCarry out routine tasks such as password resets and user account supportEnsure all tickets are fully documented and updated in the ITSM systemMonitor and manage ticket queues to meet SLA targetsIdentify recurring issues and contribute to problem managementEscalate complex or unresolved issues to 2nd/3rd line support Technologies: Active DirectoryAzureCloudHardwareSupportITSMMicrosoft 365TCP/IPWindowsOffice 365SharePoint More:
We are an MSP-based team supporting multiple external clients from our East Sussex location. We offer the opportunity to work in a fast-paced service desk environment where we value strong customer service, clear communication, and efficient issue resolution. You will join our team as a 1st Line Support Engineer, helping us deliver reliable IT support and maintain high service standards in line with SLAs. The role is based in East Sussex, and applicants are asked to include their location and phone number in their application.
last updated 31 week of 2026