First Line Support Engineer

1st Line Technical Support EngineerOur client is an MSP in Fleet, and they are looking for a 1st Line Technical Support Consultant to provide responsive, customer-focused technical support. You will act as the first point of contact for users, resolving common issues and documenting tickets clearly for escalation where required.ResponsibilitiesHandle incoming hardware, software and login-related support ticketsTroubleshoot common Windows 11 and Microsoft 365 issuesSupport Active Directory and Azure login and synchronisation issuesAssist users with Citrix Workspace access and basic session problemsInvestigate email delivery and quarantine issuesCreate user accounts and mailboxesSupport software deployment through Company Portal or manual installationPerform basic hardware and network troubleshootingMaintain clear ticket notes and technical documentationEscalate unresolved issues to the appropriate support teamRequirementsPrevious experience in a 1st Line, Service Desk or IT Support roleBasic Windows 11 and Microsoft 365 troubleshooting knowledgeExperience with Active Directory user administrationStrong communication and customer service skillsAbility to prioritise multiple support requestsClear and accurate ticket documentationWillingness to take ownership of issues through to resolution or escalationNice to HaveCitrix Workspace experienceAzure AD or Entra ID knowledgeMicrosoft Intune and Company Portal exposureEmail filtering, quarantine and phishing-awareness experienceBasic networking and hardware troubleshooting knowledgeITIL Foundation or Microsoft MS-900 certificationRole Details35-hour working weekHybrid working - five days onsite in every ten working days25 days’ annual leave, increasing annually to 30 daysEligibility for the company bonus scheme