1st Line IT Support Engineer — Hybrid (4 days/wk) Growth

Tailor Made Technologies Ltd; Whiteley, Beaulieu; On-site; GBP 60,000 - 80,000; Full time

Job summary

A Managed Service Provider is seeking a 1st Line Service Desk Engineer based in Whiteley. In this role, you will provide first-response IT support, manage ticket triage, and liaise with customers for issue resolution. Ideal candidates will have experience in ITIL-based service desks, knowledge of Active Directory, and familiarity with technologies such as Office 365 and Microsoft Azure. Join a collaborative team with structured training, career progression, and a supportive environment.

Benefits

Structured training

25 days holiday + bank holidays

Birthday leave

Company pension

Social events and charity initiatives

Modern breakout area with free breakfast

Qualifications

• Previous experience on an ITIL-based service desk.
• Basic knowledge of Active Directory administration.
• Understanding of DNS and router configuration.

Responsibilities

• Deliver first-line IT support via phone and email.
• Diagnose and resolve incidents and service requests.
• Manage ticket triage and prioritisation to meet SLAs.
• Liaise with customers for issue resolution.

Skills

Customer service skills

Problem-solving ability

Communication skills

Organisational skills

Team player

Tools

Active Directory

Windows OS

Office 365

Microsoft Azure

Intune

Cisco routers

Draytek routers

Job description

A Managed Service Provider is seeking a 1st Line Service Desk Engineer based in Whiteley. In this role, you will provide first-response IT support, manage ticket triage, and liaise with customers for issue resolution. Ideal candidates will have experience in ITIL-based service desks, knowledge of Active Directory, and familiarity with technologies such as Office 365 and Microsoft Azure. Join a collaborative team with structured training, career progression, and a supportive environment.