About this role
Salary: £25,000 - 28,000 per year
Requirements
- 1–2 years IT support experience, ideally within an MSP.
- Relevant Microsoft certifications.
- Experience supporting Microsoft 365, Windows 10/11 and Active Directory.
- Familiarity with Windows Server and Azure or hybrid environments.
- Excellent communication, troubleshooting and customer service skills, with the ability to work well under pressure and a can-do attitude.
- Apple Mac support, ITIL knowledge, and experience with Datto or Acronis would be advantageous.
Responsibilities
- Provide friendly, professional first-line telephone support, gathering and analysing information to identify and resolve technical incidents.
- Log, prioritise and manage incidents and service requests in line with agreed SLAs.
- Troubleshoot hardware, software, application and network incidents to restore normal service as quickly as possible.
- Support Windows desktops, laptops, Apple Macs and associated peripherals.
- Carry out user administration within Active Directory and Microsoft 365.
- Monitor and track incidents, requests and problems, escalating complex issues to the appropriate technical teams or line manager.
- Liaise with third-party suppliers when necessary, logging tickets and acting as a central point of contact.
- Keep users informed throughout the support process.
Technologies
- Active Directory
- Azure
- Hardware
- Support
- ITIL
- Microsoft 365
- Network
- Windows
- Office 365
- Cloud
More
We are an established IT Managed Service Provider and Microsoft Solutions Partner, and we are looking for a customer-focused 1st Line Support Engineer to join our growing London team. This role offers the opportunity to develop your technical skills, with fully funded exams towards relevant certifications. Benefits include 20 days holiday plus bank holidays, birthday leave after probation, Vitality rewards, gym membership, a Cycle to Work scheme and regular team events. The role is office-based five days per week during probation, with the opportunity to work remotely one day per week afterwards, subject to business needs. Shifts are either 8am–4.30pm or 9.30am–6pm, working 7.5 hours per day.
last updated 44 week of 2026