IT
IT Support Engineer / 1st Line Engineer
Gloucester Hybrid 2-3 days a week WFH | Sector : Managed Service Provider
ABOUT OUR CLIENT
Our client is a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. With a friendly, collaborative culture and a genuine focus on people development, they offer a fantastic environment to build your IT career. They pride themselves on the quality of their team and the level of service they deliver and they’re now looking for an IT Support Engineer to join them.
THE ROLE
This is a first-line IT support role with real responsibility. You’ll be the first point of contact for users across a varied client base, taking ownership of incidents and service requests from initial log through to resolution. The team is on a journey from reactive break/fix to a more proactive support model, and this role plays an active part in that identifying trends, contributing to knowledge sharing, and helping to reduce avoidable support demand.
WHAT YOU’LL BE DOING
Providing high-quality first-line remote support to users across a varied client base via phone, email and ticketing systems
Taking ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughout
Triaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirements
Investigating and resolving desktop, Microsoft 365, connectivity, access, application and device-related issues
Identifying recurring issues and trends, raising improvement opportunities with the team lead
Escalating issues to senior engineers with clear details of troubleshooting completed and evidence gathered
Maintaining accurate ticket records including notes, time entries and resolution details
Creating and updating knowledge base articles and known fixes to improve first-time fix rates
Attending client sites where required to resolve issues or support agreed service activities
Working collaboratively with the team to share knowledge and contribute to continual service improvement
WHAT WE’RE LOOKING FOR
Experience supporting Windows desktop environments
Experience supporting Apple/macOS desktop environments
Microsoft 365 administration and troubleshooting experience, including Exchange Online
Basic networking knowledge LAN, WAN, wireless and firewall concepts
Experience using ticketing systems or PSA tools
Strong communication skills clear, calm and professional with users at all levels
Good attention to detail when documenting tickets, resolutions and customer communications
Awareness of ITIL best practice incident management, service request fulfilment and problem management
MSP experience is desirable but not essential
Familiarity with Intune, Cisco Meraki or RMM tools is advantageous
THE PACKAGE
Competitive salary, reviewed in line with experience and performance
Option to purchase additional annual leave
Private healthcare scheme
Company pension
Ongoing training, certification support and clear progression pathways
Exposure to a wide range of technologies, clients and projects
Supportive, collaborative team environment with a genuine focus on development
To apply or find out more, please get in touch with Lauren at Set2Recruit
Salary: £28000 – £30000/annum
Job Type: Permanent
Location: Gloucester, Gloucestershire
To apply for this job please visit www.cv-library.co.uk.