JOB TITLE AND LOCATION

• Job Title: 1st Line Engineer – Managed Services Provider (MSP)
• Location: London, UK
• Salary: up to £28k incl Performance related bonus + benefits

ABOUT US

At Support Tree, we provide IT support and security solutions to the financial services and other sectors across London. Our commitment to excellent service and proactive support has earned us a reputation as a trusted MSP. We pride ourselves on our team values of growth, care, humility, and teamwork.

DOCUMENTATION AND KNOWLEDGE MANAGEMENT

• Maintain accurate records of client interactions and resolutions in the support ticket system.
• Ensure clear documentation of processes and solutions for future reference.

EXPERIENCE AND SKILL REQUIREMENTS

• Basic understanding of common operating systems, networking concepts, and office software.
• Excellent communication and problem-solving skills.
• Eagerness to learn and adapt in a fast-paced environment.
• Technical experience as an apprentice or other support role.

THE ROLE

We are seeking a motivated and enthusiastic individual for a 1st Line Service Desk Engineer position in our dynamic Managed Service Provider (MSP). This role is perfect for those embarking on their IT career journey or aiming to solidify their foundational technical skills and/or looking for a career change. With a focus on providing first-level support, this position is an invaluable opportunity to learn, grow, and develop in the fast-evolving world of technology. If you have a passion for IT, a customer-first mindset, and a desire to develop your technical knowledge, we would love to hear from you.

CORE FUNCTIONS AND RESPONSIBILITIES

• Provide initial support for common software and hardware issues, including basic troubleshooting.
• Handle incoming client calls and emails, ensuring a friendly and professional customer experience.
• Accurately log and manage support tickets in the system.
• Escalate complex technical issues to 2nd Line Support teams as needed.
• Collaborate with team members to ensure effective resolution of client queries.
• Contribute to the knowledge base by documenting common problems and solutions.