1st Line Support

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