1st Line IT Support Engineer in Lacock

We are looking for a customer focused 1st Line IT Support Engineer to join our Managed Services team. You will be the first point of contact for our customers, providing friendly, efficient, and professional technical support while ensuring issues are logged, triaged, and resolved in line with agreed SLAs.

This role is ideal for someone starting or building their career in IT, with a clear progression path into 2nd Line.

Mintivo is a Cloud-first Managed IT Service Provider based in Chippenham. Mintivo has grown +50% year on year. We have assembled a strong Board of Directors and Senior Leadership Team; built an incredible workforce, and have an extremely high reputation, winning multiple awards since our launch in 2018. With customers in a variety of sectors, this role is a fantastic opportunity to join a high-growth organisation that truly values both employees and customers as well as providing a huge amount of future career opportunities.

People & Culture is the heartbeat of Mintivo. We believe success is built from within and is why we are incredibly proud of our team, our working environment and our fun, friendly and inclusive office culture. We live by our values. It is a fast paced, energetic and fun environment to be in. As an employee we will invest in you. We will invest in your training. We will invest our time and energy to help you develop your career and become the very best in your field of work.

#TeamMintivo isn’t just a cliched hashtag made up for social media - it’s a true reflection of what it’s like to work for us.

• Salary range £21,500 - £25,000 per annum, experience based and benchmarked in our industry and region
• Private Healthcare
• Unlimited holiday
• Performance and salary reviews
• Enrolment into the Mintivo Academy, aimed on your training and development needs with time available to complete during working hours
• Access to online courses, work related plus more, all at your fingertips
• Auto Enrolment pension scheme
• Staff and Customer referral scheme
• Great working atmosphere and balanced work environment – we are high performance and we take good care of each other
• Employee socials and events run by our Social Committee
• On site lounge area and Minchester bar
• Lots of cake and fruit
• And of course, you get to work for a fast-growing, modern, market leader like us!

This is a fantastic opportunity to join a welcoming, dynamic company offering a great culture and the chance to build a successful career.

Customer Support & Ticket Management

• Act as the first point of contact for customer IT issues via phone, email, and ticketing system
• Log, categorise, prioritise, and manage support tickets accurately
• Resolve common issues at first contact where possible
• Escalate incidents to 2nd line with clear troubleshooting notes

Technical Support

• Provide 1st line support across:
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Windows 11 desktops and laptops
  • User account management
  • Printers, peripherals, and basic networking issues
• Support user onboarding and offboarding tasks
• Follow standard operating procedures and knowledge base articles

Service Quality & Communication

• Keep customers informed of progress and resolution times
• Ensure all actions and resolutions are clearly documented
• Meet or exceed SLA and customer satisfaction targets
• Represent the company professionally at all times

Learning & Development

• Actively build technical knowledge through training and hands on experience
• Contribute to internal documentation and knowledge base articles
• Shadow 2nd line engineers and assist with basic project tasks where appropriate

Essential

• Strong customer service and communication skills
• Basic understanding of IT concepts and troubleshooting
• Familiarity with Windows OS and Microsoft applications
• Ability to follow processes and manage multiple tickets
• Positive attitude with a willingness to learn
• Exposure to Microsoft 365 administration
• Basic knowledge of Active Directory or Entra ID

Desirable

• Experience in a helpdesk or MSP environment
• IT qualifications or training (CompTIA, Microsoft, IT apprenticeship)

Personal Attributes

• Friendly, professional, and calm under pressure
• Organised with good attention to detail
• Eager to learn and develop technical skills
• Team player with a customer first mindset

No formal qualifications are required but it is important that you have some relevant technical skills and/or experience.

Excellent customer service is at the heart of what we do – you have an enthusiastic “can do” attitude who will be a welcomed addition to a positive team in a great environment.
You have a a willingness to learn from others while striving to benefit and add value for our customers. You will be keen to learn and progress.

37.5 hours a week Mon-Fri. Due to the nature of the job some occasional work at weekends and outside of normal hours may be required.
Travel to customer sites may be required so the ability to travel as and when required needs to be considered.

This role requires a DBS and BPSS security checks.

Don't think it's for you, but perhaps you have a friend who would be a perfect fit? We would be very grateful if you would share our job link with them!

If this role sounds like you, be sure to apply. We’re asking for an up-to-date CV and short cover letter telling us why you’re interested and how you think you’re a good fit. We can’t wait to meet you.
Mintivo Ltd are committed to securing the best talent regardless of gender, race, religion, age, sexual orientation, marital status, disability or any other characteristic that makes you, you.

Please only apply if you have the Right to Work in the UK.

Please note that we will do our best to reply to all applicants but if you have not heard from us within two weeks of applying, then feel free to give us a nudge!

Recruiters are not required at this time.

recruitment@mintivo.co.uk
People & Culture Manager