1St Line IT Support Analyst

Level 1 Service Desk Engineer

Primarily Remote | Oxford & Guildford Travel Required | Managed Services Provider

The Opportunity

An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team.

This is a primarily remote position, with occasional travel to Oxford and Guildford, working within a structured Level 0, Level 1 and Level 2 support environment.

The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users across a broad range of Microsoft technologies and enterprise environments.

This role is ideal for someone who is customer-focused, technically curious and keen to build a long-term career within a fast-paced Managed Services Provider (MSP).

Alongside technical ability, we highly value attitude, collaboration, problem-solving and excellent customer service.

What You’ll Be Doing

• Provide remote IT support to end users via phone and remote support tools
• Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
• Log, manage and resolve support tickets with clear and accurate documentation
• Escalate more complex issues to 2nd and 3rd Line Support where appropriate
• Support user and device administration across Microsoft 365, Entra ID and Intune
• Assist with onsite support, installations and project work when required
• Maintain and update technical knowledgebase documentation
• Ensure service levels (SLAs) and quality standards are consistently met
• Identify and escalte potential security incidents

Technical Environment

You’ll work across a broad Microsoft-focused technology environment, including:

• Microsoft Windows Desktop & Server
• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• Hardware & Peripheral Support
• Basic Networking
• Remote Support Technologies
• Enterprise IT Environments

What We’re Looking For

We’re looking for someone who combines solid technical troubleshooting skills with a strong customer-service mindset .

You’ll be well suited to this role if you are:

• Experienced in a Level 1 Service Desk / IT Support environment
• Confident troubleshooting Microsoft-based technologies
• Comfortable working in a ticket-driven support environment
• Able to communicate clearly with both technical and non-technical users
• Organised and able to prioritise competing support requests
• A proactive problem-solver who knows when to resolve and when to escape
• Keen to develop your technical skills and progress within an MSP environment
• A collaborative team player with a positive, professional attitude

Why Join?

This is an opportunity to join a growing Managed Services team where you'll gain exposure to a wide range of

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