1st Line Support Engineer in Oxford Circus, Greater London

Our client, an established IT Managed Service Provider and Microsoft Solutions Partner, is looking for a customer-focused 1st Line Support Engineer to join its growing London team.

The ideal candidate will be highly motivated with a can-do attitude, excellent communication/client service skills and have the ability to work well under pressure.

This is a great opportunity to develop your technical skills, with fully funded exams towards relevant certifications.

The role

You will provide first-line technical support to a range of business customers, helping resolve day-to-day IT issues and keeping users informed throughout. Your responsibilities will include:

• Providing friendly, professional first-line telephone support, gathering and analysing information to identify and resolve a range of technical incidents.

• Logging, prioritising and managing incidents and service requests in line with agreed SLAs.

• Troubleshooting hardware, software, application and network incidents to restore normal service as quickly as possible.

• Supporting Windows desktops, laptops, Apple Macs and associated peripherals.

• Carrying out user administration within Active Directory and Microsoft 365.

• Monitoring and tracking incidents, requests or problems, escalating more complex issues to the appropriate technical teams or line Manager.

• Liaising with third-party suppliers where necessary, logging tickets and acting as a central point of contact.

Experience Required

• 1–2 years’ IT support experience, ideally within an MSP.

• Relevant Microsoft certification(s).

• Experience supporting Microsoft 365, Windows 10/11 and Active Directory.

• Familiarity with Windows Server and Azure/hybrid environments.

• Excellent communication, troubleshooting and customer service skills.

Apple Mac support, ITIL knowledge and experience with Datto or Acronis would be advantageous.

Benefits

Fully funded certification exams, 20 days’ holiday plus bank holidays, birthday leave after probation, Vitality rewards, gym membership, Cycle to Work scheme and regular team events.

Working arrangements

Office-based five days per week during probation, with the opportunity for one remote day per week afterwards, subject to business needs. Shifts are 8am–4.30pm or 9.30am–6pm, working 7.5 hours per day.