First Line Support Engineer / IT Service Desk Technician
We have a fantastic new job opportunity for a First Line Support Engineer / IT Service Desk Technician to join a busy and supportive technology consultancy delivering IT support, cybersecurity and cloud solutions to professional service clients.
As a First Line Support Engineer / IT Service Desk Technician you will provide 1st‑line technical support across desktops, laptops, mobile devices and Microsoft cloud technologies while delivering an excellent customer experience.
Working within a collaborative service desk environment, the role involves troubleshooting issues, managing user accounts, supporting Azure AD and Active Directory administration, and contributing to ongoing service improvements and knowledge sharing.
Location
Hybrid. Working 3 days from the City of London office (Faringdon / Chancery Lane EC1N) and 2 days from home.
Job Type & Hours
Full‑Time, Permanent. 35 hours per week, Monday to Friday.
Salary
£28,000 – £34,000 per annum DOE + Benefits.
Primary Responsibilities
- Act as the initial point of contact for IT helpdesk queries, logging, categorising and prioritising incidents.
- Diagnose and resolve issues across desktops, laptops, mobile devices and operating systems including Windows and macOS.
- Manage password resets, account updates and multi‑factor authentication via Active Directory and Azure AD.
- Install, configure and maintain hardware, applications and business systems.
- Maintain accurate records within ticketing systems and contribute to knowledge base articles.
- Provide clear, jargon‑free communication and timely updates to end users.
- Identify recurring issues and support service improvement and process optimisation initiatives.
- Engage in Microsoft certification training including Azure, Intune and Modern Desktop.
Candidate Requirements: Essential
- Previous experience in IT support, IT helpdesk or technical support within a managed services or corporate IT environment.
- Experience with troubleshooting Windows, macOS, desktop and mobile device issues.
- Strong customer service and communication skills with the ability to explain technical information clearly.
- Experience with Active Directory, Azure AD or user account administration.
- A proactive approach with excellent problem‑solving and organisational skills.
- Ability to prioritise workloads and work effectively under pressure.
- A genuine interest in technology, cloud computing and continuous learning.
- Strong team‑working skills and a professional work ethic.
Candidate Requirements: Desirable
- Previous experience within a managed services provider (MSP) environment.
- ITIL Foundation knowledge or certification.
- Microsoft certifications such as AZ‑900, MS‑900 or SC‑900.
- Experience with Microsoft Intune, Azure platforms or endpoint management tools.
Benefits
- Learning and development opportunities including Microsoft certifications and internal and external training.
- Career progression opportunities.
- 21 days holiday increasing after 3 years of service plus public holidays and birthday off.
- Private healthcare after probation.40% off gym membership.
- Great pension scheme from day one.
- Cycle to work scheme.
- Eyecare vouchers.
- Central location, next to a famous food market.
- A friendly, inclusive, sustainable work environment.
- Regular social events (tech‑infused mini‑golf and darts, pool, and more!).
- Electric car scheme after 2 years of service.
- Recruitment referral scheme.
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