1st Line Support Engineer

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 systemLog, categorise, and prioritise incidents and service requestsCommunicate clearly with users, providing updates and managing expectationsDeliver excellent customer service and maintain strong client relationshipPerform initial diagnostics and troubleshooting on common issuesResolve first-line queries relating to: Windows OS and basic server environmentsMicrosoft 365 (Email, Teams, SharePoint, OneDrive)Hardware (laptops, desktops, printers)Basic networking issues (Wi-Fi, connectivity)Guide users through step-by-step fixes where appropriateCarry out routine tasks such as password resets and user account supportEnsure all tickets are fully documented and updated in the ITSM systemMonitor and manage ticket queues to meet SLA targetsIdentify recurring issues and contribute to problem managementEscalate complex or unresolved issues to 2nd/3rd line supportPrevious experience in a 1st ..... full job details .....