1st Line IT Support Engineer

19 hours ago

City of London, United Kingdom Gold Group Full time

1st Line IT Support Engineer
Up to £30,000 DOE
London - Fully On Site

I am recruiting in London for multiple 1st Line IT Support Engineers for a leading IT Managed Service Provider (MSP).

Must have 1-2 years experience within an 1st Line IT Support role with an IT MSP (Managed Service Provider) or consultancy where you are providing support to external customers, along with some MS Fundamental certificates like AZ104 / SC100 / M100 etc

As a 1st Line IT Support Engineer you will take a supporting role in the management and resolution of the customers technical issues, as well as taking a proactive stance in improving the managed services delivered through additional company services and effective problem management.

1st Line IT Support Engineer Benefits:

Hours: 7.5 hours a day on a fortnightly shift pattern (8am to 4.30pm or 9am to 5.30pm or 9.30am to 6pm)
Holidays: 20 days per year, plus bank holidays. After 3 years continuous service, an extra day annual leave up to 25 days. Birthday off work (from 2025)
Benefits: Competitive Package Offered - Gym membership, Vitality at Work Business rewards & benefits, Cycle to Work scheme, quarterly team nights out/events, monthly games night with pizzas and breakfast on Wednesdays

Exams towards certifications relevant for your role fully paid for by my client

1st Line IT Support Engineer Experience:

MSP background
MS Fundamental certificates like AZ104 / SC100 / M100 etc
1-2 years proven experience in an IT support role
Experience of working to an ITIL framework in a service desk capacity
Microsoft Windows Server (Apply online only)
Microsoft 365 Support for Email, SharePoint, OneDrive and Teams
Active Directory Management
Windows 10, 11 Operating System Support
Apple OS and Apple Mac support experience
Microsoft Office Suite
Backup Technologies such as DATTO, Acronis
Laptop/desktop and thin client supportPersonal Skills:

Highly Motivated
Can do attitude
Attention to detail
Excellent communication skills
Proven client service skills
Ability to work under pressure
Willingness to work flexibly as required
Good telephone etiquette1st Line Support Engineer Responsibilities:

Provide a professional and customer-focused service through the life cycle of each ticket; manage customer expectations by keeping customer informed of progress.
Recording all IT Incidents, Requests and Problems, ensuring all relevant details are captured in line with Service Desk standards.
Classify calls accurately with the information provided and prioritise in line with the Service Level Agreement (SLA).
Investigate and diagnose Incidents by providing first line telephone support, gathering and analysing information to identify and resolve a range of technical Incidents such as hardware, software, application and network Incidents with the objective of restoring normal service as quickly as possible.
Liaise with third party suppliers where necessary, logging tickets and act as a central point of contact.
Monitoring and tracking Incidents, Requests or Problems, escalating where necessary to other resolver groups, or line Manager.
Log and assign tickets and monitor workloads for the other Service Desk team members. Services advertised by Gold Group are those of an Agency and/or an Employment Business.
We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website

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