1st Line Support

Description

This 1st Line Support Engineer role offers a structured, supportive environment where you can build your technical skills, take ownership of real issues, and progress into more advanced technical responsibilities as your experience grows.

1st Line Support

Waterlooville | 2 days a week remote

£28,000

About the Role

We're looking for a reliable and customer-focused 1st Line Support Engineer to join a busy Service Delivery team. As the first point of contact for customers, you'll play a key role in delivering a calm, structured, and professional support experience.

This is an ideal opportunity for someone who enjoys solving problems, working within clear processes, and providing consistent, high-quality first-line IT support in a managed services environment.

You'll be responsible for handling incidents and service requests, keeping customers informed, and ensuring every interaction is clear, organised, and reassuring.

What You'll Be Doing

Acting as the first point of contact for IT support queries

Managing and resolving first-line incidents and service requests

Logging, categorising, and updating tickets accurately

Keeping customers informed with clear and timely updates

Escalating more complex issues with structured handovers

Supporting user administration tasks (e.g. joiners, movers, leavers)

Identifying recurring issues and helping improve service efficiency

Working within defined SLAs and established processes

What We're Looking For

Essential:

Experience in first line support (ideally within an MSP or IT services environment)

Strong knowledge of Microsoft 365 (user admin and troubleshooting)

Experience using a ticketing system

Full UK driving license

Excellent communication skills with a calm, professional approach

Ability to follow structured processes and maintain accurate recordsDesirable:

Familiarity with ITIL or other IT service management frameworks

Experience working in structured or standards-driven xjnqpsq environments

What's on Offer

Hybrid working (3 days office / 2 days remote)

Company pension scheme

Life assurance

Private healthcare

Generous holiday allowance (with increases over time)

Additional leave for birthdays and Christmas

Professional development opportunities

Employee assistance programme

Volunteer days

On-site parking

Casual Fridays with breakfast and refreshments

Apply Now

To apply for this 1st Line Support role, please apply on online or you can forward your CV to or call Ruby on (phone number removed).

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy

Ad ID: 5418203657