1st Line Support Engineer

Job Description

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1st Line Support Engineer – Be the first voice they trust.

£25,000 – £28,000 | Fareham, Hampshire | Full-time onsite

Everyone starts somewhere in IT.

But not every 1st line role sets you up properly.

Some are just ticket factories… Reset passwords. Move things on. Repeat.

This one isn’t.

You’ll be the first point of contact for customers - the person they rely on when something stops working, when they’re stuck, or when they just need someone to explain things clearly.

If you enjoy helping people and want to build real IT skills at the same time, this is a strong place to do it.

What’s in it for you?

• Salary: £25,000 – £28,000
• Location: Fareham (full-time in the office)
• Exposure: Microsoft 365, Windows environments, and broader infrastructure
• Learning: Hands-on experience across a wide range of technologies
• Team: Supportive environment where you can ask questions and develop
• Progression: A solid foundation into 2nd line and beyond

What’s the role really about?

You’ll be the front door of the IT team.

Taking calls. Responding to tickets. Helping users get back up and running.

But more than that, you’ll learn:

• How to troubleshoot properly
• When to fix vs when to escalate
• How IT environments actually work in the real world

It’s not just about answering tickets.

It’s about building your confidence and capability.

What you’ll be doing

• Acting as the first point of contact for IT support queries
• Logging, prioritising, and managing incoming tickets
• Troubleshooting common issues across Microsoft environments
• Supporting users via phone, email, and remote tools
• Keeping customers updated and informed
• Escalating more complex issues when needed
• Getting involved in hardware setup and general IT support tasks
• Learning from senior engineers and building your skillset

What you’ll bring

• Some commercial experience in an IT support / service desk role
• A basic understanding of Microsoft 365 and Windows environments
• Ideally experience of working for an IT service provider / Managed Service Provider
• Good communication skills: you’re comfortable speaking to people
• A proactive mindset: you want to learn and improve
• The ability to stay organised in a busy environment
• A genuine interest in building a career in IT

The reality of the role

Some days will be busy.

Some tickets will be simple.

Some won’t.

That’s part of the learning curve.

But you’ll progress quickly if you’re someone who:

• asks questions
• takes ownership
• wants to improve

This role is ideal if you’re looking to move beyond just “having an IT job”… and start building a career in IT support.

Interested? xwzovoh

Send your CV to bob . bath @ mexasolutions . com and let’s have a confidential chat.