First Line Support Engineer

First Line Technical Support Engineer

Our client is an MSP in Fleet, and they are looking for a First Line Technical Support Consultant to provide responsive, customer-focused technical support. You will act as the first point of contact for users, resolving common issues and documenting tickets clearly for escalation where required.

Responsibilities

• Handle incoming hardware, software and login-related support tickets
• Troubleshoot common Windows 11 and Microsoft 365 issues
• Support Active Directory and Azure login and synchronisation issues
• Assist users with Citrix Workspace access and basic session problems
• Investigate email delivery and quarantine issues
• Create user accounts and mailboxes
• Support software deployment through Company Portal or manual installation
• Perform basic hardware and network troubleshooting
• Maintain clear ticket notes and technical documentation

Requirements

• Previous experience in a First Line, Service Desk or IT Support role
• Basic Windows 11 and Microsoft 365 troubleshooting knowledge
• Experience with Active Directory user administration
• Strong communication and customer service skills
• Ability to prioritise multiple support requests
• Clear and accurate ticket documentation
• Willingness to take ownership of issues through to resolution or escalation

Nice to Have

• Citrix Workspace experience
• Azure AD or Entra ID knowledge
• Microsoft Intune and Company Portal exposure
• Email filtering, quarantine and phishing-awareness experience
• Basic networking and hardware troubleshooting knowledge
• ITIL Foundation or Microsoft MS-900 certification

Role Details

• 35-hour working week
• Hybrid working - five days onsite in every ten working days
• 25 days’ annual leave, increasing annually to 30 days
• Eligibility for the company bonus scheme