1st Line Support Engineer – VR/31991

First point of contact for users via phone, email, and ticketing. Log, triage, and resolve common issues across Windows, Microsoft 365, AD/Azure AD, networking, hardware, and mobile. Escalate appropriately, maintain documentation, and deliver excellent customer service in a busy MSP environment with clear progression.

 

As the initial point of contact, you’ll deliver friendly, professional technical support through phone, email, and a ticketing system. You’ll resolve routine incidents, fulfil service requests, and escalate complex issues to 2nd line, growing your skills in a supportive MSP setting with defined career paths

 

Main duties and responsibilities

 

1) Service Desk Operations

• Receiving, logging, triaging, and prioritising incidents/requests with complete details.
• Providing clear updates, set expectations, and aim for first contact resolution using SOPs/knowledge base.
• Escalating with full troubleshooting notes when required; monitor queues to meet SLAs.
• Closing tickets promptly with clear resolution documentation.

2) User Account Management

• Creating/managing accounts in AD and Azure AD; resetting passwords and unlock accounts per security checks.
• Assigning Microsoft 365 licences and managing group membership.
• Offboarding leavers in line with policy; support MFA enrolment and authentication setup.

3) Microsoft 365 Support

• Troubleshooting Outlook (profiles, send/receive, calendars), Teams basics, OneDrive sync and sharing.
• Helping users access SharePoint and resolve simple permission issues.
• Configuring signatures, OOO messages, shared mailboxes, and distribution lists.
• Assisting with mobile access to Microsoft 365 services.

4) Desktop & Application Support

• Supporting Windows 10/11 (performance, updates, common faults).
• Installing/configuring standard business apps and resolving common software issues.
• Configuring printers (local/network) and resolving basic printing problems.
• Supporting VPN connectivity and mapped drives; providing light user guidance/training.

5) Hardware Support

• Diagnosing basic hardware issues (laptops, desktops, peripherals).
• Coordinating replacements with suppliers and setting up new devices end to end.
• Supporting docking stations and multi monitor setups; performing basic upgrades under supervision.
• Maintaining accurate asset inventory records.

6) Mobile Device Support

• Assisting with iOS/Android setup for email and business apps.
• Enrolling devices into MDM/Intune and guide users through app configuration.
• Performing wipes/resets as authorised.

7) Network Connectivity

• Troubleshooting basic connectivity (ping, ipconfig, tracert) and Wi Fi access.
• Supporting VPN access for remote workers and escalating complex network faults with diagnostics.

8) Documentation & Knowledge Management

• Recording clear problem statements, steps, and outcomes in tickets.
• Following and improving knowledge base content; contributing new articles for recurring issues.
• Keeping asset and documentation systems up to date.

9) Customer Service

• Communicating in plain, non technical language and manage expectations professionally.
• Handling frustrated users with patience and empathy; following up to ensure satisfaction.
• Building positive relationships with frequent users and client contacts.

 

Desirable Skills & Experience

• 1+ year in IT support or relevant qualification (e.g., CompTIA A+, BTEC/HND, related degree)
• Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Basic AD concepts (users, groups, passwords) and core networking (TCP/IP, DNS, DHCP, Wi Fi).
• Experience with ticketing systems and remote support tools.
• Ability to troubleshoot hardware (desktops, laptops, printers, peripherals) and mobiles (iOS/Android).
• Excellent phone manner and customer service focus.
• Full UK driving licence (occasional site visits).
• CompTIA A+ (or in progress), ITIL Foundation, MS 900.
• MSP/multi client experience; PSA/ticketing tools (e.g., ConnectWise, Autotask).
• Familiarity with Azure AD, VPN basics, and MDM/Intune.
• Experience working to SLAs and service targets.

Desirable Soft Skills & Professional Attributes

• Clear communicator who explains technical concepts simply.
• Active listener with empathy and patience.
• Logical problem?solver with strong attention to detail and process discipline.
• Positive, proactive team player who seeks help appropriately.
• Able to manage multiple tasks in a busy service desk.
• Reliable, adaptable, and eager to learn with genuine interest in IT.
• Owns tickets through to resolution and follows up with users.