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- Tasks: Provide first line support and troubleshoot technical issues for clients.
- Company: Join a leading MSP recognised as one of the Top 25 Best Small Companies to Work For in London.
- Benefits: Enjoy hybrid working, 20 days holiday, gym membership, and fun social events.
- Why this job: Be part of a dynamic team that values your growth and offers exciting challenges.
- Qualifications: 1-2 years in IT support, experience with Microsoft products, and strong communication skills.
- Other info: Full training and certification support provided to help you advance your career.
The predicted salary is between 24000 - 28000 ÂŁ per year.
Location: London – Hybrid working (5 days on-site during probation; after 6 months probation, 1 day remote depending on business need)
Salary: Up to ÂŁ28,000 DOE
Are you a motivated IT professional with a passion for customer service and problem solving? We’re looking for an experienced 1st Line Support Engineer to join our growing team in central London. As a leading MSP, we deliver exceptional IT support services designed to boost performance, minimise downtime, and reduce operational costs. Our proactive and strategic approach ensures that problems are addressed before they arise, helping our clients stay ahead of the curve.
Recognised as one of the Top 25 Best Small Companies to Work For in London, Top 50 in the UK, and one of the Top 25 in Technology.
Role Overview: As a 1st Line Support Engineer, you’ll be the first point of contact for technical issues, providing outstanding customer service and technical expertise. You’ll also play a key role in problem management and the continuous improvement of our managed services.
Essential Experience:
- 1–2 years in a similar IT support role
- Experience in a service desk environment, ideally following ITIL principles
- Microsoft Windows Server (2016–2022)
- Microsoft 365 (Outlook, SharePoint, OneDrive, Teams)
- Active Directory
- Windows 10 & 11
- Apple OS/Mac support
- Microsoft Office Suite
- Backup technologies (e.g. DATTO, Acronis)
- Laptop/desktop/thin client support
Desirable Skills:
- Certifications in Cisco, Apple, or Microsoft
- Linux support
- Server infrastructure knowledge
What We’re Looking For:
- Highly motivated with a “can-do” attitude
- Detail-oriented with strong communication skills
- Able to work well under pressure
- Strong client service skills and telephone manner
- Willingness to be flexible and adaptable
Key Responsibilities:
- Deliver professional, customer-focused service throughout each ticket's lifecycle
- Log, categorise, and prioritise tickets in line with SLAs
- Provide first line support via telephone and remote tools
- Troubleshoot and resolve incidents related to hardware, software, networks, and applications
- Liaise with third-party suppliers where necessary
- Monitor and escalate tickets as required
- Assist in managing workloads across the Service Desk team
Benefits:
- Full-time hours: 7.5 hours/day
- Shift patterns between 8:00am–6:00pm (e.g. 8am–4:30pm / 9am–5:30pm / 9:30am–6pm)
- 20 days holiday + bank holidays, plus your birthday off after probation
- Vitality at Work business rewards
- Breakfast Wednesdays
- Cycle to Work Scheme
- Gym membership
- Gaming nights, football, and quarterly social events
- Fully paid exams and training for relevant certifications
Ready to start your next chapter in IT support? Apply today and join a company that truly invests in your success.
1st Line Support Engineer - London employer: Global Technology Solutions Ltd
Contact Detail:
Global Technology Solutions Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st Line Support Engineer - London
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Microsoft Windows Server and Microsoft 365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your readiness for the role.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily emphasises client interaction. Prepare examples of how you've successfully resolved customer issues in the past, showcasing your problem-solving abilities and communication skills.
✨Tip Number 3
Research ITIL principles and be ready to discuss how they apply to a service desk environment. Understanding these frameworks can set you apart from other candidates and show that you're aligned with the company's operational standards.
✨Tip Number 4
Network with current or former employees of the company through platforms like LinkedIn. Gaining insights into the company culture and expectations can help you tailor your approach and demonstrate your genuine interest in joining the team.
We think you need these skills to ace 1st Line Support Engineer - London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, particularly any roles where you've worked in a service desk environment. Emphasise your familiarity with Microsoft Windows Server, Microsoft 365, and any other technologies mentioned in the job description.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for customer service and problem-solving. Mention specific examples of how you've successfully resolved technical issues in the past and how you embody the 'can-do' attitude they are looking for.
Highlight Relevant Skills: In your application, clearly outline your skills related to the essential and desirable experience listed in the job description. This includes your knowledge of ITIL principles, Active Directory, and any certifications you may hold.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for a role in IT support.
How to prepare for a job interview at Global Technology Solutions Ltd
✨Showcase Your Customer Service Skills
As a 1st Line Support Engineer, you'll be the first point of contact for clients. Make sure to highlight your previous experience in customer service and how you've effectively resolved issues while maintaining a positive attitude.
✨Demonstrate Technical Knowledge
Familiarise yourself with the technologies mentioned in the job description, such as Microsoft Windows Server, Microsoft 365, and Active Directory. Be prepared to discuss your hands-on experience with these tools and any relevant certifications you may hold.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities. Prepare examples of past incidents you've handled, focusing on your approach to troubleshooting and how you prioritised tasks under pressure.
✨Exhibit a 'Can-Do' Attitude
The company values a proactive approach. During the interview, convey your willingness to learn and adapt, and share instances where you've gone above and beyond to ensure client satisfaction.
