First Line IT Support

Job Purpose

The First Line IT Support Engineer provides responsive, customer-focused IT support and helps maintain a reliable, secure and professional workplace technology environment. The role resolves day-to-day support requests, keeps meeting rooms and workstations ready for use, completes defined Microsoft 365 administration, supports office moves and records all activity through the agreed MSP ticketing process.

Key Stakeholders

Reports to the Head of Service Delivery and works closely with end users, the service desk and Managed Service Provider (MSP) support teams.

Core Responsibilities

Daily Operations and Security Checks 

• Review held and quarantined email queues, releasing messages only in accordance with company processes.
• Confirm potentially suspicious messages with the relevant user before release, where required.
• Monitor service desk queues and respond to Level 1 incidents and requests received in person, by email or through Microsoft Teams.
• Run fortnightly awareness-training reports and escalate non-completion or concerns.
• Record all daily checks, requests and operational issues in the MSP ticketing system.

Service Desk and End-User Support

• Act as a visible and approachable first point of contact for end users requiring IT assistance.
• Diagnose and resolve basic hardware, software, connectivity, Microsoft 365 and Teams issues.
• Support common workplace IT tasks, including workstation setup, meeting room assistance and basic application-access issues.
• Keep users informed and escalate issues that cannot be resolved at Level 1.
• Work with the service desk and MSP teams to progress incidents and requests efficiently.

Meeting Rooms and Workplace Technology

• Support Microsoft Teams Rooms, displays, cameras, microphones, speakers and related peripherals.
• Check that meeting rooms are online, operational and ready before scheduled meetings.
• Provide prompt assistance during meetings and escalate recurring faults to the appropriate internal owner or support provider.
• Monitor door-access and CCTV systems, escalating faults or availability issues promptly.
• Maintain a professional standard of presentation and equipment readiness.

Microsoft 365 and Collaboration Administration 

• Complete basic SharePoint administration, including user access and access-request support.
• Create Microsoft Teams in line with agreed governance processes.
• Support user access, group membership and collaboration requests within defined permissions.
• Record all Microsoft 365 administration through the relevant ticket or request process.

Moves, Changes and Workstation Readiness 

• Support desk moves, equipment changes, workstation setups and office reconfigurations with minimal disruption.
• Check that desks and workstations are connected, operational and ready for use.
• Report faulty equipment and coordinate repair or replacement through the appropriate support route.
• Keep spare devices and hardware updated and ready for deployment in line with the agreed weekly schedule.
• Maintain accurate records of assets, locations and equipment changes where required.

Experience & Qualifications

• Customer service: Communicates clearly and patiently with non-technical users, providing a professional and approachable service.
• Technical knowledge: Good working knowledge of Windows, Microsoft 365, Teams, SharePoint and common desktop hardware and peripherals.
• Security awareness: Understands email security, suspicious-message handling and the need to validate requests before taking action.
• Organisation: Prioritises routine checks, support tickets, meeting room readiness and ad hoc requests effectively.
• Ownership: Takes responsibility for recording work, following up issues and escalating through the appropriate route.
• Attention to detail: Maintains accurate tickets, well-presented meeting rooms and reliable workstation setups.

Desirable experience

• Experience working with an MSP.
• Familiarity with Microsoft Teams Rooms or similar meeting room technology.
• Basic knowledge of Microsoft Entra ID, groups and permissions.
• Experience administering Microsoft 365 services, including SharePoint Online, Outlook, Teams, user accounts, groups and permissions.
• Experience using an IT service management platform or service desk ticketing system.

The Ideal Candidate

• Customer-focused and professional.
• Proactive in identifying and resolving issues before they affect users.
• Calm under pressure and confident when supporting meetings.
• Reliable, organised and attentive to detail.
• Committed to following agreed processes and escalation routes.

Benefits

• Christmas & Birthday Leave
• Workplace Pension
• Bike to Work
• Travel Season Ticket Loan
• Company Social Events
• Company Incentive Trips
• Health & Wellbeing Cash Plan Scheme
• Employee Assistance Programme
• Enhanced Family Planning Policies

Awards

• FT1000 - Financial Times & Statista's list of fastest growing businesses in Europe 2026
• Sunday Times Best Companies to work for 2026 & 2025
• King's Award for Enterprise (International Trade) 2025
• London Business Awards (International Business of the Year) 2025
• London Business Awards (Overall Winner) 2025
• TIARA Awards (Growth Company of the Year) 2025
• TIARA Awards (UK Specialist of the Year (Over £20m)) 2025
• Recognised in the Sunday Times 100 2025
• Shortlisted for the Growing Business Awards (2 categories) 2026
• Shortlisted for the TIARA Awards (3 categories) 2026
• Shortlisted for the Private Business Awards (Scale Up of the Year) 2026
• Shortlisted for the National SME Awards (2 categories) 2026