At a Glance
- Tasks: Be the go-to person for clients needing IT support and troubleshoot tech issues.
- Company: Join a dynamic Managed Service Provider in East Sussex.
- Benefits: Gain valuable experience, develop your skills, and enjoy a supportive work environment.
- Other info: Great opportunity for growth in a fast-paced, collaborative setting.
- Why this job: Kickstart your career in tech while helping others solve their IT problems.
- Qualifications: Basic IT knowledge and a passion for customer service.
The predicted salary is between 31500 - 38500 £ per year.
Our client based in East Sussex is currently looking for a 1st Line Support Engineer to join the team. You will act as the first point of contact for clients requiring IT support. You will be responsible for logging, troubleshooting, and resolving technical issues, while delivering a high level of customer service. Working within a Managed Service Provider (MSP) environment, you will support multiple external clients, ensuring issues are resolved efficiently or escalated appropriately in line with service level agreements (SLAs).
- Act as the first point of contact via phone, email, and ticketing system
- Log, categorise, and prioritise incidents and service requests
- Communicate clearly with users, providing updates and managing expectations
- Deliver excellent customer service and maintain strong client relationships
- Perform initial diagnostics and troubleshooting on common issues
- Resolve first-line queries relating to:
- Windows OS and basic server environments
- Microsoft 365 (Email, Teams, SharePoint, OneDrive)
- Hardware (laptops, desktops, printers)
- Basic networking issues (Wi-Fi, connectivity)
- Guide users through step-by-step fixes where appropriate
- Carry out routine tasks such as password resets and user account support
- Ensure all tickets are fully documented and updated in the ITSM system
- Monitor and manage ticket queues to meet SLA targets
- Identify recurring issues and contribute to problem management
1st Line Support Engineer employer: A1people
This design agency in East Sussex is an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. With a focus on diverse projects ranging from brand strategy to digital development, employees benefit from ample growth opportunities and the chance to work with a variety of organisations. The convenient location, coupled with supportive management and a commitment to professional development, makes this an ideal place for those seeking meaningful and rewarding employment.
