1st Line Support Engineer

Ref: 540 Role: 1st Line Support Engineer Salary: £25,000 – £27,000 Per Annum DOE Location: Sheffield Benefits: 22 days annual holiday bank holidays Westfield Health Plan Profit Share Scheme Training and development from day one (including certifications) Fast-moving environment with exposure to exciting technologies Varied work across different industries A small, friendly team with a supportive culture Our client is a well-established Managed Service Provider (MSP) with nearly 20 years in the industry.

All candidates should make sure to read the following job description and information carefully before applying.

They support SMEs across multiple sectors with IT and telecoms solutions, delivering proactive, reliable, and customer-focused support.

They are now seeking a 1st Line Support Engineer to join their Service Desk team at their Sheffield Head Office.

This role is ideal for someone who thrives in a fast-moving environment, enjoys varied work across different industries, and wants exposure to exciting technologies while being part of a small, friendly, and supportive team.

The role: The 1st Line Support Engineer is the first point of contact for clients.

The role involves handling tickets, calls, and emails; providing 1st line fixes; and escalating where required.

This is a hands-on position with plenty of opportunity to learn and grow.

It’s a fast-paced environment where no two days are the same.

The successful candidate will be exposed to a wide range of technologies and industries, gaining valuable experience from day one.

Key Responsibilities Act as the first point of contact for client support requests (via phone, email, ticket system) Accurately log all incidents and requests, ensuring clear communication with clients throughout Diagnose and resolve 1st line issues (Windows desktop/laptops, Microsoft 365, networking, printing, telephony) Escalate to 2nd/3rd line engineers when required, with full documentation of troubleshooting steps taken Carry out user account administration (password resets, starters/leavers, access permissions) Support documentation and knowledge sharing within the team Deliver outstanding customer service, maintaining reputation for responsiveness and reliability The successful candidate: Experience in a customer-facing IT support or helpdesk role (MSP experience advantageous but not essential) Knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint) Understanding of basic networking concepts (IP addressing, DNS, DHCP, Wi-Fi troubleshooting) Strong communication skills – able to explain technical concepts in plain English Excellent organisational skills and attention to detail A proactive attitude and eagerness to learn UK driving licence (occasional site visits may be required) Desirable Skills Familiarity with Remote Monitoring and Management (RMM) tools Basic knowledge of cyber security best practices (MFA, patching, backups) Previous MSP experience Key Technology Exposure (beneficial but not required) Microsoft Windows 10 and 11 Microsoft Office and Microsoft 365 Windows Server (basic admin tasks) AutoTask PSA Datto RMM ITGlue (documentation platform) Acronis Backups BitTitan Migration Tool Microsoft Azure 3CX Phone System Glu Recruit LTD are an equal opportunities employer and are acting as a recruitment agent in the hiring of this role.

Glu Recruit LTD ensure that all qualified applicants are considered for employment in the role that they have applied for, and any other suitable opportunity that we advertise without regard to age, belief, colour, ethnic/national origin, gender identity, race, religion, sex, sexual orientation or based on disability.

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