1st Line Engineer - IT Managed Services

1st Line Engineer – IT Managed Services – London

A leading IT Managed Service Provider based in London seeks a motivated, technically driven 1st Line Engineer for a permanent role. With over 20 years of experience, the company delivers a wide range of IT services to clients across London and the Home Counties.

In this position you will work within a dynamic team providing 1st line support for a variety of client and internal systems. You will gain exposure to 2nd and 3rd line work and project duties over time, while maintaining an exemplary level of customer service.

Responsibilities

• Provide 1st (and some 2nd) line support by remotely troubleshooting, resolving and escalating incidents
• Answer service desk calls and log tickets on PSA (Professional Services Automation) software
• Provide clear, regular communication with customers about ticket status and expected resolution times
• Produce and maintain accurate technical documentation
• Assist with the deployment of client‑ and internal‑projects when required

Requirements

• Previous experience in a 1st line role, ideally within an IT Services environment
• Excellent customer‑service skills and the ability to explain technical terms in plain language
• Strong troubleshooting, analytical and problem‑solving skills
• Experience with Windows 10/11, Microsoft Office, Microsoft 365 (Exchange Online, SharePoint, Teams, OneDrive) and mobile devices
• Basic hardware knowledge

Pay: Up to £30,000 per annum , depending on experience, plus benefits including training and certification funding.

Working hours: Standard office hours at Central London office. One day per week (usually Friday) is remote work.

Seniority Level

Entry level

Employment Type

Full‑time

Job Function

Information Technology