HartleyCo
First Line Support Engineer
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1st Line Technical Support Engineer
Our client is an MSP in Fleet, and they are looking for a 1st Line Technical Support Engineer 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.
Responsibilities
- Handle incoming hardware, software, and login-related support tickets
- Troubleshoot common Windows 11 and Microsoft 365 issues
- Support Active Directory and Azure login and synchronization issues
- Assist users with Citrix Workspace access and basic session problems
- Investigate email delivery and quarantine issues
- Create user accounts and mailboxes
- Support software deployment through Company Portal or manual installation
- Perform basic hardware and network troubleshooting
- Maintain clear ticket notes and technical documentation
- Escalate unresolved issues to the appropriate support team
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Requirements
- Previous experience in a 1st Line, Service Desk, or IT Support role
- Basic Windows 11 and Microsoft 365 troubleshooting knowledge
- Experience with Active Directory user administration
- Strong communication and customer service skills
- Ability to prioritize multiple support requests
- Clear and accurate ticket documentation
- Willingness to take ownership of issues through to resolution or escalation
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Nice to Have
- Citrix Workspace experience
- Azure AD or Entra ID knowledge
- Microsoft Intune and Company Portal exposure
- Email filtering, quarantine, and phishing-awareness experience
- Basic networking and hardware troubleshooting knowledge
- ITIL Foundation or Microsoft MS-900 certification
Role Details
- 35-hour working week
- Hybrid working - five days onsite in every ten working days
- 25 days’ annual leave, increasing annually to 30 days
- Eligibility for the company bonus scheme
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