1st Line Helpdesk Engineer
Location: Office-based in Chippenham
Are you a customer-focused IT professional with MSP experience looking to grow your career in a supportive, forward-thinking environment?
A leading Managed Service Provider, specialising in modern IT solutions including Telephony, IT Support, Microsoft 365, and Connectivity, is expanding its team and seeking a motivated 1st Line Helpdesk Engineer to deliver exceptional first-contact support to a diverse client base.
Key Responsibilities:
- First point of contact for all support requests (phone, email, ticketing system)
- Remote troubleshooting and resolution across:
- Windows 10/11 desktops & laptops
- Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)
- Printers, basic networking, and telephony systems
- Active Directory tasks (password resets, user creation)
- Ticket logging, prioritisation, and escalation to 2nd Line/specialists
- Clear client communication and accurate documentation
- New user onboarding and IT asset preparation
- Contribution to service improvement initiatives
Essential Requirements:
- Minimum 1 year MSP experience
- Strong knowledge of Windows 10/11, Microsoft 365, and Active Directory
- Solid grasp of networking basics (DNS, DHCP, IP)
- Excellent communication and customer service skills
- Strong time management and prioritisation
- Passion for technology and helping others
Desirable Skills:
- Experience with RMM tools
- Exposure to VoIP/hosted telephony
- Knowledge of backup/antivirus solutions
- Microsoft certifications (e.g., MS-900, AZ-900)
- Full UK driving licence
What’s on Offer:
- Fully supported Microsoft certifications & training
- Modern office environment with a collaborative team culture
- Clear progression pathway to 2nd Line and specialist roles
