Job Overview
We’re an MSP providing IT support to a range of business clients, alongside operating a retail IT store offering computer sales, repairs, and customer support services. We’re looking for a customer-focused 1st Line IT Support Engineer to deliver high-quality remote support, onsite assistance, and in-store technical and customer service.
This is a varied role combining service desk support, field work, and retail responsibilities, ideal for someone who enjoys both technical troubleshooting and face-to-face customer interaction.
A full UK driving licence is essential due to client site visits.
Key Responsibilities MSP / Service Desk Support
- Provide 1st line support via phone, email, ticketing system, and remote tools
- Log, prioritise, and update support tickets with clear notes and customer updates
- Troubleshoot Windows 10/11 issues (performance, logins, user profiles, printers, applications)
- Support Microsoft 365: Outlook/Exchange basics, Teams, OneDrive/SharePoint fundamentals, account issues
- Manage day-to-day user administration: password resets, MFA, user/group access (Active Directory / Entra ID basics)
- Assist with onboarding/offboarding: account setup, device setup, permissions, and user guidance
- Carry out onsite visits for desk-side support, installs, hardware swaps, and troubleshooting
- Build/rebuild devices using standard images and documented processes
- Perform basic networking checks: Wi-Fi/LAN connectivity, VPN access, DNS/DHCP basics; capture diagnostics
- Follow security and verification processes and report suspicious emails/incidents promptly
- Maintain and improve documentation/knowledge base articles
Retail Store & Workshop Responsibilities
- Provide front-of-house customer service, assisting walk-in customers with IT queries and purchases
- Diagnose and carry out hardware and software repairs (e.g., PC/laptop repairs, upgrades, virus removal, OS reinstalls)
- Advise customers on appropriate IT products and solutions based on their needs and budget
- Handle retail sales, including computers, accessories, and service plans (e.g., support packages, warranties)
- Promote and sell managed service plans, support contracts, and add-on services
- Manage stock control, including goods in/out, inventory tracking, and stock replenishment
- Maintain accurate records of repairs, parts used, and customer interactions
- Ensure the retail area and workshop are organised, presentable, and compliant with health & safety standards
- Liaise with suppliers for parts ordering, warranties, and returns (RMA processes)
- Support pricing, quoting, and invoicing for retail and repair services
Essential Skills & Experience
- Experience in a 1st line IT support / service desk role (MSP experience preferred)
- Strong customer service and communication skills (both remote and face-to-face)
- Experience or confidence working in a retail IT or repair environment
- Working knowledge of:
- Windows 10/11 support
- Microsoft 365 (Outlook, Teams, OneDrive/SharePoint)
- Active Directory / Entra ID (Azure AD) basics
- Networking fundamentals (DNS, DHCP, VPN, Wi-Fi, TCP/IP)
- Basic hardware troubleshooting and repair skills (PCs/laptops)
- Confident managing tickets and prioritising workload to meet SLAs
- Ability to multitask between support desk, onsite work, and retail customers
- Full UK driving licence and willingness to travel to client sites as required
Desirable
- Familiarity with RMM/remote support tools (e.g., NinjaOne, ConnectWise, Datto, Kaseya)
- Exposure to Intune and device management (basic)
- Experience with EPOS/retail systems
- Knowledge of common hardware vendors and components
- Certifications (or working towards): CompTIA A+/Network+, Microsoft Fundamentals, ITIL
- Sales experience, particularly in IT products or service plans
Pay: £26,000.00-£28,000.00 per year
Benefits:
Education:
- GCSE or equivalent (required)
Experience:
- IT support: 3 years (required)
Licence/Certification:
- UK Driving Licence & Car (required)
Work Location: In person
