1st Line Support

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.1 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 ForEssential:

• 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 records

Desirable:

• Familiarity with ITIL or other IT service management frameworks
• Experience working in structured or standards-driven 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 1 Line Support role, please apply on online or you can forward your CV to