1st Line Support

IT Support Engineer / 1st Line Engineer

Gloucester Hybrid 2-3 days a week WFH | Sector : Managed Service Provider

ABOUT OUR CLIENT

Our client is a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. With a friendly, collaborative culture and a genuine focus on people development, they offer a fantastic environment to build your IT career. They pride themselves on the quality of their team and the level of service they deliver — and they're now looking for an IT Support Engineer to join them.

THE ROLE

This is a first-line IT support role with real responsibility. You'll be the first point of contact for users across a varied client base, taking ownership of incidents and service requests from initial log through to resolution. The team is on a journey from reactive break/fix to a more proactive support model, and this role plays an active part in that — identifying trends, contributing to knowledge sharing, and helping to reduce avoidable support demand.

WHAT YOU'LL BE DOING

• Providing high-quality first-line remote support to users across a varied client base via phone, email and ticketing systems

• Taking ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughout

• Triaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirements

• Investigating and resolving desktop, Microsoft 365, connectivity, access, application and device-related issues

• Identifying recurring issues and trends, raising improvement opportunities with the team lead

• Escalating issues to senior engineers with clear details of troubleshooting completed and evidence gathered

• Maintaining accurate ticket records including notes, time entries and resolution details

• Creating and updating knowledge base articles and known fixes to improve first-time fix rates

• Attending client sites where required to resolve issues or support agreed service activities

• Working collaboratively with the team to share knowledge and contribute to continual service improvement

WHAT WE'RE LOOKING FOR

• Experience supporting Windows desktop environments

• Experience supporting Apple/macOS desktop environments

• Microsoft 365 administration and troubleshooting experience, including Exchange Online

• Basic networking knowledge — LAN, WAN, wireless and firewall concepts

• Experience using ticketing systems or PSA tools

• Strong communication skills — clear, calm and professional with users at all levels

• Good attention to detail when documenting tickets, resolutions and customer communications

• Awareness of ITIL best practice — incident management, service request fulfilment and problem management

• MSP experience is desirable but not essential

• Familiarity with Intune, Cisco Meraki or RMM tools is advantageous

THE PACKAGE

• Competitive salary, reviewed in line with experience and performance

• Option to purchase additional annual leave

• Private healthcare scheme

• Company pension

• Ongoing training, certification support and clear progression pathways

• Exposure to a wide range of technologies, clients and projects

• Supportive, collaborative team environment with a genuine focus on development

To apply or find out more, please get in touch with Lauren at Set2Recruit