A1people

Our client based in East Sussex is currently looking for a 1st Line Support Engineer to join the team, you will act as the first point of contact for clients requiring IT support. You will be responsible for logging, troubleshooting, and resolving technical issues, while delivering a high level of customer service. Working within a Managed Service Provider (MSP) environment, you will support multiple external clients , ensuring issues are resolved efficiently or escalated appropriately in line with service level agreements (SLAs). Act as the first point of contact via phone, email, and ticketing system Log, categorise, and prioritise incidents and service requests Communicate clearly with users, providing updates and managing expectations Deliver excellent customer service and maintain strong client relationship Perform initial diagnostics and troubleshooting on common issues Resolve first-line queries relating to: Windows OS and basic server environments Microsoft 365 (Email, Teams, SharePoint, OneDrive) Hardware (laptops, desktops, printers) Basic networking issues (Wi-Fi, connectivity) Guide users through step-by-step fixes where appropriate Carry out routine tasks such as password resets and user account support Ensure all tickets are fully documented and updated in the ITSM system Monitor and manage ticket queues to meet SLA targets Identify recurring issues and contribute to problem management Escalate complex or unresolved issues to 2nd/3rd line support Previous experience in a 1st Line / Service Desk role (MSP preferred) Strong customer service and communication skills Basic knowledge of: Windows 10/11 Microsoft 365 Active Directory (user management) Good troubleshooting and problem-solving ability Ability to prioritise workload and work under pressure Ideally Experience working within an MSP environment Knowledge of networking fundamentals (DNS, DHCP, TCP/IP) Exposure to cloud platforms (Azure / M365) Industry certifications (CompTIA, Microsoft) Please make sure that your location and phone number are included in your application.

Our client is a growing UK-based provider of IT, telecoms and technology solutions, supporting SMEs, multi-site businesses and organisations across multiple sectors. They are looking for an experienced Telecoms Engineer to join our team. This is a hands-on, customer facing role delivering high quality telecoms and network installations, alongside ongoing support, and upgrades for our clients. The role is ideally suited to someone with strong 3CX experience, along with solid knowledge of networking and Wi-Fi deployments, particularly using Ubiquiti solutions. Key Responsibilities Installation, configuration and support of 3CX telephone systems (on premise and hosted) Installation and maintenance of VoIP and SIP services Delivery of onsite and remote telecoms and IT infrastructure projects Installation and configuration of Ubiquiti (UniFi) routers, switches and wireless networks Design, deployment and optimisation of WiFi solutions, including site surveys Troubleshooting network and voice issues using tools such as Wireshark Implementation and support of connectivity services including FTTP, SoGEA and Ethernet circuits Assisting with upgrades, migrations (including ISDN to VoIP), and ongoing improvements Maintaining accurate documentation for installations and support work Key Skills & Experience Proven experience in a telecoms or IT engineering role Strong working knowledge of 3CX systems (preferred) Experience with Ubiquiti networking (UniFi switching, routing and WiFi) Solid understanding of networking fundamentals (IP addressing, VLANs, routing, firewalls) Experience designing and installing WiFi networks Ability to diagnose issues using tools such as Wireshark Good understanding of VoIP, SIP and hosted telephony Knowledge of broadband and connectivity technologies (FTTC, FTTP, Ethernet) Salary Plus Benefits Plus Company Car full job spec provided prior to interview Please make sure that your location and phone number are included in your application.