At a Glance
- Tasks: Provide first-line technical support and resolve IT issues for clients via various channels.
- Company: Join a dynamic Service Desk team within a fast-paced MSP environment.
- Benefits: Opportunity to progress to 2nd line support within 12 months and guide junior engineers.
- Other info: Travel to client sites may be required.
- Why this job: Ideal for experienced 1st Line Engineers seeking more ownership and responsibility.
- Qualifications: Requires 2-3 years in IT support, strong Windows and Microsoft 365 experience.
The predicted salary is between 30000 - 40000 £ per year.
We are looking for a Senior 1st Line Engineer progressing to 2nd line within 12 months, to join our Service Desk team. This role is ideal for an experienced 1st Line Engineer ready to step up, taking on more ownership, supporting complex tickets, and acting as a key link between 1st and 2nd Line support. You will be responsible for delivering high-quality front-line support, resolving a wide range of technical issues, and ensuring an excellent customer experience. You will also support and guide junior engineers while maintaining strong service delivery standards in a fast-paced MSP environment.
Key Responsibilities
- Provide first-line technical support to clients via phone, email, and remote tools
- Diagnose and resolve a broad range of IT issues relating to:
- Microsoft Windows environments
- Office 365 and cloud services
- Hardware and end-user devices
- Basic networking (DNS, DHCP, connectivity)
- Take ownership of tickets from initial logging through to resolution, ensuring SLA compliance
- Escalate more complex issues to 2nd/3rd Line where appropriate, with clear documentation
- Act as an escalation point within the 1st Line team for junior engineers
- Assist in monitoring systems, alerts, and proactive issue resolution
- Maintain accurate and up-to-date ticket notes and documentation
- Deliver excellent customer service both remotely and on-site when required
- Support knowledge sharing and contribute to internal documentation
- Assist in onboarding new clients and user setups
- Travel to client sites where required
Key Skills & Experience
- Minimum of 2–3 years’ experience in an IT support role, ideally within an MSP environment
- Strong experience with:
- Windows Desktop environments
- Microsoft 365 (Exchange Online, Teams, SharePoint basics)
- Active Directory (user admin, permissions, basic troubleshooting)
- Good understanding of networking fundamentals (DNS, DHCP, TCP/IP)
- Experience using service desk/ticketing systems (e.g. ConnectWise or similar)
- Ability to troubleshoot and resolve issues efficiently in a fast-paced environment
- Strong organisational skills and ability to prioritise workload
- Excellent communication and customer service skills
- Ability to work both independently and as part of a team
Desirable:
- Exposure to Azure or cloud technologies
- Basic understanding of servers or virtualisation
- Relevant certifications (CompTIA, Microsoft, etc.)
Senior 1st Line Support in Doncaster employer: TwentyFour IT Services Ltd
This role is based in a vibrant MSP environment, offering a clear path for career progression. Employees benefit from a supportive team atmosphere and opportunities for knowledge sharing. The company values excellent customer service and technical expertise.
Contact Details:
TwentyFour IT Services Ltd Recruitment Team
