1st Line Support

1st Line IT Support Engineer - £24,000 - £27,000 DOE - Three Legged Cross Our client is a growing IT and Telecoms Managed Service Provider (MSP), supporting over 500 active business customers across Dorset and Hampshire. They deliver a full suite of IT and telecoms services—including cloud solutions, VoIP, network infrastructure, cybersecurity, and end-user support—to businesses of all sizes and sectors. Due to continued growth, they are seeking a motivated 1st Line IT Support Engineer to join their dynamic support desk team. This is an excellent opportunity for someone with a genuine passion for technology, who enjoys solving problems and delivering excellent customer service. This role is open to individuals who may not have formal IT support experience but have a strong interest in computing, a technical mindset, and a customer-first attitude. Full training and ongoing development are provided. Key Responsibilities As a 1st Line Support Engineer, you will be the first point of contact for customer support queries. Your main responsibilities will include: • Providing remote helpdesk support via phone, email, and service portal. • Logging, managing, and resolving support tickets. • Diagnosing and troubleshooting technical issues (hardware, software, networking). • Escalating complex issues to 2nd/3rd Line Support when needed. • Ensuring customer SLAs are met with efficient time and ticket management. • Maintaining clear and concise ticket documentation. • Delivering a high level of customer satisfaction and building lasting client relationships. Ideal Skills & Technical Knowledge • Microsoft 365 support and administration (incl. email, Teams, security). • Microsoft Windows Server and Desktop environments. • Mac OS support (desirable but not essential). • PC hardware troubleshooting and software installation. • Understanding of basic networking (LAN/WAN, routers, Wi-Fi). • Experience with managed Wi-Fi and backup systems (desirable). • Virtualisation technologies (e.g., VMware, Hyper-V) – preferred. • Prior experience working in a Helpdesk or IT Support role is advantageous but not essential What we're looking for: • A passion for IT and problem-solving. • A customer-focused mindset with a professional, friendly approach. • Strong communication and organisational skills. • Ability to manage multiple tasks and prioritise under pressure. • Willingness to learn and grow within the business. • Full UK driving licence (essential for occasional site visits). Company Benefits • Full-time permanent role with career progression opportunities. • 23 days holiday bank holidays (rising to 25 after 2 years). • Free onsite parking. • Friendly, supportive team environment. • Ongoing training and development in IT, networking, cloud, and telecoms. IT Support | Telecoms | Managed Services | Helpdesk Support

Location: BH21, Three Legged Cross, GB

Posted Date: 9/14/2025