1st Line Engineer

Salary: £28,000 - 30,000 per year

Requirements:

• Previous experience within an IT Support, Service Desk or Helpdesk role
• Knowledge of Microsoft Windows and Microsoft 365
• Understanding of Active Directory and user account administration
• Strong troubleshooting and problem-solving abilities
• Excellent communication and customer service skills
• A genuine passion for technology and learning
• Experience working within a Managed Service Provider (MSP)
• Understanding of networking fundamentals including DNS, DHCP and TCP/IP
• Exposure to Microsoft Azure or cloud technologies
• Experience using service desk and remote support tools

Responsibilities:

• Provide 1st line technical support via phone, email and remote support tools
• Log, prioritise and manage support tickets through to resolution
• Troubleshoot hardware, software and connectivity issues
• Support Microsoft 365, Windows and cloud-based environments
• Assist with user account administration and access management
• Support device builds, deployments and onboarding activities
• Maintain accurate documentation and ticket records
• Escalate more complex technical issues where required
• Work closely with customers and senior technical teams to maintain service levels and deliver a professional, responsive support experience

Technologies:

• Active Directory
• Azure
• Cloud
• Hardware
• Support
• Microsoft 365
• TCP/IP
• Windows
• Office 365

More:

We are an established and highly regarded Managed Service Provider based in Cheltenham, offering a salary of £28,000 to £32,000 and benefits including training and development, career progression, wellbeing support and a modern technology environment. This is an excellent opportunity to join our growing technical support team, gain exposure to a wide range of technologies and work alongside experienced engineers in a supportive, fast-paced MSP environment. We are a successful and expanding organisation with a strong reputation for delivering high-quality IT solutions and support services, and we value collaboration, continuous improvement and customer service excellence.

last updated 36 week of 2026