1st Line Support Engineer
Location: London (Central), UK
Working Hours: Monday to Friday, 08:30 – 17:30 / 09:00 – 18:00 GMT/BST
Salary: Up to £35,000
Overview
We are looking for an enthusiastic and driven L1 Support Engineer to join growing IT service desk team (MSP Sector). This is a people-first role - we are looking for someone with a genuine passion for technology, a natural problem-solving mindset, and a desire to deliver outstanding customer service. Whether you come from an academy, apprenticeship, or have picked up your skills independently, if you have the right attitude and early IT experience, we want to hear from you.
The Role
As an L1 Engineer, you will be the first point of contact for clients, handling inbound tickets and calls across a self-dispatched service desk. Tickets come into a shared queue and you will be responsible for picking up, triaging, and resolving issues within your capability - escalating to L2 where needed with clear notes and recommendations. This is a fast-paced environment where no two days are the same.
Key Responsibilities
•Pick up and manage tickets from the shared service desk queue, prioritising effectively based on business impact.
•Resolve common end-user issues including Outlook, email filtering, connectivity problems, printer faults, and general Windows troubleshooting.
•Answer inbound support calls and provide a helpful, empathetic first response to clients.
•Triage tickets thoroughly - gather all relevant information before escalating to L2, and include clear notes and context.
•Maintain a target of approximately 10 resolved tickets per day and handle around 4 support calls.
•Identify whether an issue is isolated to a single user or broader, and prioritise accordingly.
•Continuously develop your technical knowledge, supported by L2 feedback on escalated tickets.
•Work towards and complete your Microsoft Certification (fully funded by the company) as part of your progression to L2.
What We Are Looking For
Skills & Experience
•1-2 years of experience in an IT support or helpdesk role (academy or apprenticeship experience welcomed).
•Solid working knowledge of Windows 10/11; awareness of MacOS is a plus.
•Familiarity with Microsoft 365 applications (Outlook, Teams, etc.).
•Basic awareness of networking concepts - understanding of IP addresses, pinging, routing, and common connectivity issues.
•Awareness of cybersecurity fundamentals - able to identify phishing emails and advise users appropriately.
•MSP experience is desirable but not essential.
Personal Qualities
•A genuine passion for technology and a love of problem-solving.
•Strong communication skills - able to explain technical issues clearly and with empathy to non-technical users.
•Logical thinker who can make sound decisions under pressure (e.g. Correctly prioritising a critical business issue over a minor inconvenience).
•Curious by nature - someone who researches solutions independently rather than relying solely on AI tools, and who learns from every ticket.
•Responsible attitude towards sensitive information - understands not to input credentials or confidential data into AI tools or unapproved platforms.
•Proactive and self-motivated - comfortable working in a self-dispatched queue environment.
•Punctual and reliable, with a strong sense of personal accountability.
Working Arrangements
•Hybrid working: 3 days onsite (Central London), 2 days remote after first month.
•First month: 5 days per week in the office to get settled.
•Remote working requires a suitable home setup (reliable broadband, suitable workspace).