1st Line Support Engineer (MSP)

Location: Crowborough / Client Support
Job Type: Full Time
Department: Service Desk

About The Role

Are you passionate about technology and delivering excellent customer service? Fluent is looking for a motivated 1st Line Support Engineer to join our Managed Service Provider (MSP) team. You will be the first point of contact for clients, helping to log, troubleshoot and resolve day-to-day IT issues while delivering a professional and positive customer experience. Working in a fast-paced MSP environment, you will support a range of external clients across Microsoft technologies, hardware, networking and general user support.

Responsibilities

Service Desk and Customer Support

• Act as the first point of contact for clients via phone, email and ticketing systems.
• Log, categorise and prioritise incidents and service requests.
• Communicate clearly with users, providing updates and managing expectations.
• Deliver excellent customer service and maintain strong client relationships.

Technical Support

• Perform initial diagnostics and troubleshooting for common IT issues.
• Support Windows 10 and Windows 11, basic server environments and Microsoft 365.
• Provide support across Outlook, Teams, SharePoint and OneDrive.
• Support hardware including laptops, desktop computers and printers.
• Assist with basic networking issues, including Wi-Fi and connectivity.
• Guide users through step-by-step fixes.
• Complete routine tasks such as password resets and account support.

Ticket and Incident Management

• Ensure all tickets are fully documented and regularly updated within the ITSM system.
• Monitor and manage ticket queues to meet agreed SLA targets.
• Identify recurring issues and contribute to problem management.
• Escalate complex or unresolved issues to 2nd or 3rd Line support.

Provisioning, Setup and Improvement

• Assist with setting up new user accounts, devices and software.
• Support employee and client onboarding activities.
• Prepare and configure laptops, desktop computers and mobile devices.
• Maintain and contribute to internal knowledge base articles.
• Follow documented processes and suggest improvements where appropriate.
• Keep up to date with new technologies and industry developments.

Requirements

Essential Skills and Experience

• Previous experience in a 1st Line or Service Desk role, preferably within an MSP.
• Strong customer service and communication skills.
• Basic knowledge of Windows 10 and Windows 11.
• Basic knowledge of Microsoft 365.
• Experience with Active Directory user management.
• Good troubleshooting and problem-solving abilities.
• The ability to prioritise your workload and work effectively under pressure.

Desirable Experience

• Experience working within an MSP environment.
• Knowledge of networking fundamentals, including DNS, DHCP and TCP/IP.
• Exposure to cloud platforms such as Azure and Microsoft 365.
• Industry certifications such as CompTIA or Microsoft qualifications.

What We’re Looking For

• Customer-focused and approachable.
• Organised and detail-oriented.
• Willing to learn and progress to a 2nd Line position.
• Proactive, positive and able to work effectively as part of a team.

How Success Will Be Measured

• First-time fix rates.
• SLA compliance and response times.
• The quality and accuracy of ticket documentation.
• Customer satisfaction scores.

Career Progression

This position is a great stepping stone into more advanced technical roles, including:

• 2nd Line Support Engineer.
• Specialist roles in networking, cloud technologies or cyber security.
• Project engineering or field engineering positions.