1st Line Support Engineer

1st Line Support Engineer We are a leading provider of IT, Cloud and Unified communications solutions, committed to delivering top-tier IT support and solutions to a diverse range of businesses. Located in the heart of London, we are proud to be only moments away from our clients, offering a vibrant and dynamic work environment. It’s an exciting stage in our growth and we’re seeking a highly motivated 1st Line IT Support Engineer who shares our values to join our dynamic service desk team. This is an exciting opportunity to be part of a company offering excellent career development opportunities and exposure to the latest technologies. The right applicant will be given training to enable them to grow and thrive in this role. Salary: £30,000 - £33,000 DOE + Benefits Location: London EC1A Office: 5 Days per week office based. ABOUT THE ROLE As a 1st Line Support Engineer, you will play a crucial role in our growth by being the first point of contact for our clients, providing technical assistance and ensuring the smooth operation of their IT systems. This role requires excellent customer service skills, a keen eye for problem- solving, and a proactive approach to IT support. Your duties will include: * Diagnose and resolve basic technical issues related to hardware, software, networks, and user accounts. * Escalate more complex technical issues to 2nd and 3rd line support teams where necessary. * Provide clear and effective communication to users, ensuring they are kept informed about issue resolution. * Log and manage tickets within the service management system, ensuring all information is accurately recorded. * Monitoring systems, performing repairs, upgrades, installations and other routine tasks. * Assist with setting up and configuring new devices, user accounts, and software applications. * Being the first point of contact for customers both in person and remotely, logging and resolving calls using the set procedures. * Follow ITIL best practices and contribute to continuous improvement initiatives. Experience required: * You’ll be an enthusiastic problem solver with a strong passion for IT. * You will have a broad range of technical skills, in Microsoft technologies (O365, Windows, Active Directory, Azure AD, Microsoft Apps), along with basic networking concepts. * Familiarity with remote support tools and ticketing systems. * Strong communication skills and a background in customer service are essential, as this role involves direct interaction with users. * Previous experience in a 1st line support or similar IT support role within an MSP environment. * A proactive and enthusiastic attitude towards IT support. * Ability to work both independently and as part of a team. * Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation, Microsoft certifications) are a plus. * Available to work from the office or client's site, 5 days a week. WHAT WE OFFER: * A dynamic and fast-paced working environment. * Opportunities for career progression and professional development, through training courses and certification programs. * Exposure to a wide range of technologies and industries. * A supportive and collaborative team culture. * Competitive salary (£30-33K DOE) * A range of great benefits including company events, retail discounts, cycle scheme and pension scheme. If you are passionate about IT support and looking for an opportunity to grow within a thriving MSP, we would love to hear from you