Job: 1st Line IT Support Engineer
About Us
We are an established and growing Managed Service Provider (MSP) committed to delivering exceptional IT support and customer service. As we continue to expand, we are looking for a motivated and customer-focused 1st Line IT Support Engineer to join our award-winning Customer Success team based in Hereford.
This is a fantastic opportunity to develop your technical skills, gain exposure to a wide range of technologies, and build a long-term career within a supportive and close-knit team environment.
The Role
As a 1st Line IT Support Engineer, you will be the first point of contact for our customers, providing professional technical support and ensuring a positive customer experience. You will troubleshoot and resolve IT issues, manage service desk tickets, and work closely with our senior engineers to deliver high-quality support.
This is an office-based position located at our Hereford office.
What We're Looking For
We're seeking someone who:
- Has an excellent telephone manner and strong customer service skills.
- Enjoys solving technical problems and helping others.
- Can prioritise tasks effectively in a fast-paced MSP environment.
- Communicates clearly and professionally with customers.
- Demonstrates a proactive attitude and willingness to learn.
- Takes ownership of issues through to resolution or escalation.
Key ResponsibilitiesService Desk & Customer Support
- Answer incoming calls, gather technical information, and log support tickets accurately.
- Provide first-line technical support for hardware, software, Microsoft 365, and general IT issues.
- Support customers remotely, over the phone, and via remote management tools.
- Diagnose, troubleshoot, and resolve technical issues within agreed service levels.
- Manage and update support tickets, ensuring customers are kept informed throughout.
- Escalate complex issues to 2nd or 3rd Line Engineers when required.
Systems & Infrastructure Support
- Install, configure, and maintain desktops, laptops, printers, and peripheral devices.
- Perform software installations, updates, and system configurations.
- Assist with Microsoft 365 administration and troubleshooting.
- Support networking technologies including DNS, DHCP, wireless networking, and switches.
- Assist with cloud services, SharePoint administration, and site permissions.
- Support the deployment and maintenance of IT equipment for customers and internal staff.
Documentation & Continuous Improvement
- Create and maintain technical documentation and troubleshooting guides.
- Assist in developing knowledge base articles and support procedures.
- Provide basic user training and guidance on IT systems and software.
- Contribute ideas and improvements to enhance service delivery and customer satisfaction.
Technical Knowledge
- Good understanding of Microsoft Windows 10 and Windows 11.
- Experience supporting Microsoft 365 applications and services.
- Basic understanding of networking concepts, including DNS and DHCP.
- Good knowledge of computer hardware, software, and peripheral devices.
- Familiarity with remote support tools and service desk environments.
Personal Attributes
- Excellent communication and customer service skills.
- Strong organisational and time-management abilities.
- Ability to prioritise workloads effectively.
- A positive attitude with a willingness to learn and develop.
- Ability to work independently and as part of a team.
- High attention to detail and commitment to delivering excellent service.
- Ability to remain calm and professional under pressure.
Desirable Skills & Experience
- Microsoft certifications (e.g., MS-900, AZ-900, MD-102, or equivalent).
- Experience working within an MSP environment.
- Knowledge of SharePoint administration and permissions.
- Experience with Intune, Azure, or Microsoft Entra ID.
- Understanding of Cyber Essentials and IT security best practices.
- Experience supporting cloud-based services and virtual environments.
If you don't have any of these above, we will be glad to help you through this process and get you through the courses
What We Offer
- Competitive salary based on experience.
- Structured training and development opportunities.
- Microsoft certification support.
- Clear career progression into 2nd and 3rd Line roles.
- Exposure to a wide range of technologies and industries.
- Supportive and friendly team environment.
- Opportunity to work within an award-winning customer success team.
Confidentiality, Security & Compliance
The successful candidate will be expected to maintain the highest standards of confidentiality and professionalism. This role requires strict adherence to company policies relating to:
- Data Protection and GDPR.
- Information Security and Cyber Security standards.
- Customer confidentiality agreements.
- Internal IT policies and procedures.
- Compliance with legal and regulatory requirements.
All employees are expected to actively contribute to maintaining a secure and compliant IT environment for both the business and our customers.
Join us and help deliver exceptional IT support while building your career within a growing and ambitious technology business.
Job Type: Full-time
Benefits:
- Company events
- Company pension
- On-site parking
- Sick pay
Ability to commute/relocate:
- Hereford, Herefordshire: reliably commute or plan to relocate before starting work (required)
Work Location: In person
