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.

1st 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 1st Line Support role, please apply on online or you can forward your CV to (url removed) or call Ruby on (phone number removed).

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