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^st 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 For
Essential:

• 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^st Line Support role, please apply on online or you can forward your CV to RubyCalver@SpectrumIT.co.uk or call Ruby on 02380 765 285.

Spectrum IT Recruitment (South) Limited is acting as an Employment Agency in relation to this vacancy.