IT Helpdesk Engineer – MSP (1st Line) in Southampton

IT Helpdesk Engineer – MSP (1st Line)
Location – Southampton
My client, an established and trusted IT Managed Services Provider have an urgent requirement for a number of technical and customer focused IT Helpdesk Engineers to join their team based at their beautifully refurbished offices.
My client is an ISO accredited managed IT support company based in Southampton, Hampshire providing IT support, Cyber Security, VoIP and Cloud services to businesses across the South Coast and beyond.
The Role
As a 1st Line Helpdesk Engineer, you will be the primary point of contact for technical incidents reported by a diverse portfolio of small to medium-sized business clients. Operating in a fast-paced Managed Service Provider (MSP) environment, your core mission is to log, troubleshoot, and swiftly resolve day-to-day technical issues. You will heavily focus on the Microsoft ecosystem, ensuring clients receive an exceptionally high standard of customer care while working within strict Service Level Agreements (SLAs)
This role offers excellent career progression, providing continuous mentorship and structured training to transition you toward 2nd Line infrastructure and networking roles
The position is of a full time and permanent nature and will be predominantly office based with some flexible hybrid working available.
The successful candidate will have a proven track record of supporting IT networks and systems on various scales and ideally would have worked in a similar role within a Managed Service Provider (MSP) and gained at least 2 years of commercial experience.
Key Duties & Responsibilities
First-Contact Resolution: Act as the first point of call for all incoming client queries via telephone, email, and ticketing portals.
Ticket Management: Triaging, logging, diagnosing, and accurately documenting issues...