1st Line Support Engineer

Job Title: 1st Line Support Engineer
Location: Luton
Industry: MSP
Salary: (phone number removed) per annum (DOE)

About the Company:
Our client is a well-established Managed Service Provider (MSP) based in Luton, delivering high-quality IT support and solutions to a diverse range of businesses. With a commitment to excellence and customer satisfaction, they are now looking for a 1st Line Support Engineer to join their dynamic and growing team.

The Role:
As a 1st Line Support Engineer, you will be the first point of contact for clients, providing technical support and troubleshooting a range of IT issues. This is an excellent opportunity for an individual with a passion for technology and customer service to develop their career within a fast-paced MSP environment.

Key Responsibilities:

• Provide 1st line technical support via phone, email, and remote access.
• Diagnose and resolve hardware, software, and networking issues efficiently.
• Escalate complex technical problems to the 2nd or 3rd line support teams when necessary.
• Accurately log and track all support tickets in the service management system.
• Maintain excellent communication with clients, ensuring they are updated on the progress of their queries.
• Assist in setting up and configuring desktops, laptops, and mobile devices.
• Support users with Microsoft 365, Active Directory, and Windows OS troubleshooting.
• Follow established procedures and contribute to improving internal documentation and knowledge base.
• Work collaboratively within a team to meet SLAs and provide exceptional customer service.

Key Requirements:

• Previous experience in a 1st line IT support role, ideally within an MSP environment.
• Strong knowledge of Windows operating systems, Microsoft 365, Active Directory, and basic networking.
• Excellent problem-solving skills with a proactive approach to troubleshooting.
• Any relevant IT certifications (e.g., CompTIA A+, Microsoft Fundamentals) would be advantageous.

In Technology Group Ltd is acting as an Employment Agency in relation to this vacancy.