1st Line Support

This 1st Line Support Engineer role offers a structured, supportive environment where you can build your technical skills, take ownership of real issues, and progress into more advanced technical responsibilities as your experience grows.

1st Line Support
Waterlooville | 2 days a week remote
£28,000

About the Role
We're looking for a reliable and customer-focused 1st Line Support Engineer to join a busy Service Delivery team. As the first point of contact for customers, you'll play a key role in delivering a calm, structured, and professional support experience.
This is an ideal opportunity for someone who enjoys solving problems, working within clear processes, and providing consistent, high-quality first-line IT support in a managed services environment.
You'll be responsible for handling incidents and service requests, keeping customers informed, and ensuring every interaction is clear, organised, and reassuring.

What You'll Be Doing

Acting as the first point of contact for IT support queries
Managing and resolving first-line incidents and service requests
Logging, categorising, and updating tickets accurately
Keeping customers informed with clear and timely updates
Escalating more complex issues with structured handovers
Supporting user administration tasks (e.g. joiners, movers, leavers)
Identifying recurring issues and helping improve service efficiency
Working within defined SLAs and established processes
What We're Looking For
Essential:

Experience in first line support (ideally within an MSP or IT services environment)
Strong knowledge of Microsoft 365 (user admin and troubleshooting)
Experience using a ticketing system
Full UK driving license
Excellent communication skills with a calm, professional approach
Ability to follow structured processes and maintain accurate recordsDesirable:

Familiarity with ITIL or other IT service management frameworks
Experience working in structured or standards-driven environments
What's on Offer

Hybrid working (3 days office / 2 days remote)
Company pension scheme
Life assurance
Private healthcare
Generous holiday allowance (with increases over time)
Additional leave for birthdays and Christmas
Professional development opportunities
Employee assistance programme
Volunteer days
On-site parking
Casual Fridays with breakfast and refreshments
Apply Now
To apply for this 1st Line Support role, please apply on online or you can forward your CV to or call Ruby on (phone number removed).

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy