1st Line IT Support Engineer
Core
First point of contact for customer IT issues, logging, triaging, and resolving tickets via phone, email, and ticketing system to meet SLAs.
Role type
1st Line IT Support Engineer
Builds
Customer support operations and incident resolution for MSP clients
Domain
Managed IT Services / Cloud-first IT
Deliverable
client delivery
Required skills
Customer service, IT troubleshooting, Windows OS support, Microsoft 365 administration, Active Directory or Entra ID knowledge, ticket management
Preferred skills
Helpdesk or MSP experience, IT qualifications (CompTIA, Microsoft, apprenticeship)
Technologies
Microsoft 365, Windows 11, Active Directory, Entra ID
Responsibilities
Act as first point of contact for customer IT issues; Log, categorise, prioritise, and manage support tickets; Resolve common issues at first contact; Escalate incidents to 2nd line with clear troubleshooting notes; Support user onboarding and offboarding tasks; Meet or exceed SLA and customer satisfaction targets.
Seniority
Entry-level / Junior IC