1st Line Engineer in Cheltenham

We have an exciting new vacancy for a 1st Line Engineer to join the team, within a Managed Service Provider environment at Commercial Ltd. As a 1st Line Engineer, you will be the first point of contact for customers requiring technical support across multiple client environments. You will triage, troubleshoot, resolve and escape incidents and service requests through the company helpdesk/PSA platform, ensuring accurate ticket ownership, clear customer communication and delivery against agreed Service Level Agreements.

Responsibilities

• Act as the first point of contact for customer incidents and service requests raised by phone, email, customer portal, monitoring alert or internal handover.
• Log, categorise, prioritise and manage tickets accurately within the helpdesk/PSA system, ensuring impact, urgency, affected users, troubleshooting steps and resolution notes are recorded clearly.
• Own 1st Line tickets through to resolution where possible, keeping customers informed with meaningful updates in line with SLA and internal communication standards.
• Provide remote support across common MSP technologies, including Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, Windows 11 /AVD, Microsoft Office, Active Directory/Entra ID, MFA, printers, laptops, desktops and mobile devices.
• Carry out user administration tasks such as password resets, account unlocks, MFA support, mailbox access, distribution/security group updates and onboarding/offboarding actions where authorised.
• Use RMM, monitoring and remote access tools to investigate alerts, remediate endpoint issues, perform proactive checks and support patching or maintenance activities where required.
• Troubleshoot basic networking and connectivity issues including DNS, DHCP, VPN, Wi‑Fi, LAN/WAN, internet connectivity and simple firewall/router checks before escalation.
• Identify high‑priority incidents, security concerns, recurring issues or SLA risks and escape promptly to the 1st Line Team Leader, 2nd Line or appropriate resolver group with clear supporting notes.
• Liaise professionally with third‑party suppliers where required, logging supplier tickets, tracking progress and keeping internal records and customers updated.
• Support problem management and service improvement by highlighting repeat incidents, common customer issues, monitoring trends and opportunities for knowledgebase articles or process changes.
• Maintain accurate documentation, customer‑specific notes, troubleshooting guides and knowledgebase content to improve first‑time fix rates and service consistency.
• Follow company policies, ITIL‑aligned processes, data protection requirements, customer security standards and agreed operational procedures at all times.

Qualifications

• Previous experience in a busy service desk, helpdesk or MSP support environment, with the ability to work across multiple customer environments and priorities is advantageous.
• Good working knowledge of Microsoft 365, Windows 11/AVD, Microsoft Office, Active Directory/Entra ID, Exchange Online, Teams, SharePoint, OneDrive (the modern workplace) and common end‑user hardware.
• Awareness of basic networking concepts including DNS, DHCP, VPN, Wi‑Fi, LAN/WAN and internet connectivity troubleshooting.
• Experience using helpdesk, PSA, RMM or remote support tools would be advantageous, such as ConnectWise, Halo, Autotask, Datto, N‑able, NinjaOne or similar platforms.
• Strong customer service skills, with the ability to communicate clearly, professionally and calmly with users of varying technical ability.
• Excellent attention to detail, including accurate ticket notes, time recording, prioritisation, documentation and handover information.
• A logical and structured approach to troubleshooting, with the ability to gather the right information, identify business impact and escape appropriately when required.
• Security‑aware mindset, including understanding the importance of MFA, password handling, phishing awareness, least privilege access and customer data protection.
• Positive, proactive and willing to learn, with a desire to develop technical capability and progress within a managed services support team.

Benefits

• A base salary of up to £27,000 per annum.
• An annual bonus scheme of £3,000, paid quarterly upon successful achievement of KPIs.
• Hybrid working structure with the flexibility to work from home for part of the week.
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service.
• An enhanced family leave package to support you and your growing family.
• Life Assurance, offering peace of mind with cover equivalent to four times your salary.
• Access to health & wellbeing support – including 24/7 GP access, physiotherapy, and a confidential Employee Assistance Programme.
• Free mortgage advice from leading broker Charles Cameron & Associates, available to you, your family, and friends.
• Inclusive employee networking groups, with dedicated menopause and neurodiversity champions.
• The Comm-Unity – employee representatives from across the business who give team members a voice and share ideas and feedback with the board each quarter.
• Feel‑good extras – including volunteering days, onsite parking at all four of our offices, free refreshments, an employee community platform to stay connected to like‑minded colleagues, weekly company‑wide Learning Days – a chance to share ideas, gain fresh insights, and explore a wide range of topics together, cycle‑to‑work and EV schemes, flexible working options, and much more!

We are an equal opportunity employer and welcome applications from all individuals, regardless of race, ethnicity, gender identity, age, religion, disability, sexual orientation, or socio‑economic background.