1st Line IT Support Analyst

Level 1 Service Desk Engineer Overview An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team.This is a primarily remote position within a structured Level 0, Level 1 and Level 2 support environment. The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users while working across a broad range of Microsoft technologies and enterprise environments.This role is ideal for someone who is customer-focused, technically curious, and looking to build a long-term career within a fast-paced Managed Services Provider (MSP). Alongside technical ability, attitude, collaboration, problem-solving and excellent customer service are highly valued. What You''ll Be Doing Provide remote IT support to end users via phone and remote support tools Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues Log, manage and resolve support tickets with clear documentation Escalate complex issues to 2nd and 3rd Line Support where appropriate Support user and device administration across Microsoft 365, Entra ID and Intune Assist with onsite support, installations and project work when required Maintain and update technical knowledgebase documentation Ensure service levels (SLAs) and quality standards are consistently met Identify and escalate potential security incidents Technical Environment Microsoft Windows Desktop andamp; Server Microsoft 365 ..... full job details .....