1st Line Engineer

Requirements:

• Previous experience in a busy service desk, helpdesk or MSP support environment is advantageous, including the ability to work across multiple customer environments and priorities.
• Good working knowledge of Microsoft 365, Windows 11/AVD, Microsoft Office, Active Directory/Entra ID, Exchange Online, Teams, SharePoint, OneDrive and common end-user hardware.
• Awareness of basic networking concepts, including DNS, DHCP, VPN, Wi-Fi, LAN/WAN and internet connectivity troubleshooting.
• Experience using helpdesk, PSA, RMM or remote support tools is advantageous; examples include ConnectWise, Halo, Autotask, Datto, N-able, NinjaOne or similar platforms.
• Strong customer service skills and the ability to communicate clearly, professionally and calmly with users of varying technical ability.
• Excellent attention to detail, including accurate ticket notes, time recording, prioritisation, documentation and handover information.
• A logical, structured approach to troubleshooting, including the ability to gather relevant information, identify business impact and escalate appropriately.
• A security-aware mindset, including understanding MFA, password handling, phishing awareness, least-privilege access and customer data protection.
• A positive, proactive attitude, willingness to learn and desire to develop technical capability and progress within a managed services support team.

Responsibilities:

• Act as the first point of contact for customer incidents and service requests received by phone, email, customer portal, monitoring alert or internal handover.
• Log, categorise, prioritise and manage tickets in the helpdesk/PSA system, recording impact, urgency, affected users, troubleshooting steps and resolution notes clearly.
• Own 1st Line tickets through to resolution where possible, keeping customers informed with meaningful updates in line with SLAs and internal communication standards.
• Provide remote support across common MSP technologies, including Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Windows 11/AVD, Microsoft Office, Active Directory/Entra ID, MFA, printers, laptops, desktops and mobile devices.
• Carry out authorised user administration, such as password resets, account unlocks, MFA support, mailbox access, distribution and security group updates, and onboarding/offboarding actions.
• Use RMM, monitoring and remote access tools to investigate alerts, remediate endpoint issues, perform proactive checks and support patching or maintenance as required.
• Troubleshoot basic networking and connectivity issues, including DNS, DHCP, VPN, Wi-Fi, LAN/WAN, internet connectivity and simple firewall/router checks, escalating when needed.
• Identify high-priority incidents, security concerns, recurring issues and SLA risks, and promptly escalate them with clear supporting notes to the 1st Line Team Leader, 2nd Line or appropriate resolver group.
• Liaise professionally with third-party suppliers when required, logging supplier tickets, tracking progress and keeping records and customers updated.
• Support problem management and service improvement by highlighting repeat incidents, common customer issues, monitoring trends and opportunities for knowledgebase articles or process changes.
• Maintain accurate documentation, customer-specific notes, troubleshooting guides and knowledgebase content to improve first-time fix rates and service consistency.
• Follow company policies, ITIL-aligned processes, data protection requirements, customer security standards and agreed operational procedures.

Technologies:

• Active Directory
• Firewall
• Hardware
• Support
• ITIL
• LAN
• Microsoft 365
• Mobile
• Security
• SharePoint
• VPN
• Windows
• Office 365
• GameDev
• Unity

More

We are recruiting a 1st Line Engineer to join our team in a Managed Service Provider environment. The role provides first-line technical support to customers across multiple client environments through our helpdesk/PSA platform, with a focus on clear communication, accurate ticket ownership and delivery against agreed SLAs. Were Commercial, a purpose-driven, people-first organisation working as Business Transformation Specialists. Our areas of specialism include Managed IT, Smart Technologies, Digital Workspace, Interiors, Office Supplies, PPE, Facilities and Workwear. We are an award-winning employer, recognised in the Sunday Times Best Places to Work 2026, and achieved EcoVadis Platinum status in August 2025. Our HQ is undergoing a full refurbishment to create a new, state-of-the-art office designed for creativity, collaboration and wellbeing. We offer a salary of £26,228–£28,000 per year, dependent on experience, and an annual bonus scheme of £3,000 paid quarterly on successful achievement of KPIs. The role includes hybrid working, 25 days holiday plus bank holidays with increases based on length of service, enhanced family leave, life assurance, health and wellbeing support, and a range of other benefits including learning days, volunteering days, onsite parking, flexible working options, cycle-to-work and EV schemes. We invest in training and career development, and are committed to inclusion, equal opportunity and a workplace where everyone feels valued.

last updated 44 week of 2026