1st Line

1st Line IT Support Engineer – MSP

Location: Near Quinton, Birmingham

Salary: Up to £28,000 per annum

Job Type: Permanent, Full-Time

Career Progression: Clear pathway into 2nd Line Support and beyond

The Opportunity

We're working with a well-established and growing IT Managed Services Provider (MSP) based near Quinton, Birmingham, who are looking to recruit 1st Line IT Support Engineers to join their expanding technical support team.

These vacancies have arisen for a fantastic reason – several existing team members have recently been promoted into 2nd Line Support positions, creating opportunities for new engineers to join the business and follow a similar career path.

This is an excellent opportunity for someone with previous MSP experience who wants to develop their technical skills, gain exposure to a wide range of technologies and progress their career within a supportive, forward-thinking organisation.

Key Responsibilities

• Provide 1st Line technical support to a varied portfolio of business customers.

• Troubleshoot and resolve hardware, software, networking and Microsoft 365 issues.

• Log, manage and resolve support tickets in line with agreed SLAs.

• Support users with Windows 10/11, Microsoft 365, Active Directory and general IT issues.

• Assist with user account administration, password resets and access permissions.

• Escalate more complex technical issues to 2nd and 3rd Line Support teams.

• Deliver excellent customer service via telephone, email and remote support tools.

• Maintain accurate ticket notes and technical documentation.

What We're Looking For

Previous experience working within an IT Managed Services Provider (MSP) is essential.

Ideally, you'll have experience with:

• Previous 1st Line IT Support or Service Desk experience within an MSP environment.

• Windows 10/11 troubleshooting and support.

• Microsoft 365 administration and troubleshooting.

• Active Directory and user account management.

• Basic networking knowledge, including DNS, DHCP, TCP/IP and VPNs.

• Remote support tools and IT ticketing systems.

• Strong communication skills and a customer-focused approach.

• A genuine desire to learn, develop and progress into more senior technical roles.

Experience with Azure, Entra ID, Intune or Windows Server would be advantageous, but is not essential.

What's on Offer?

• Salary up to £28,000, depending on experience.

• Genuine career progression – recent internal promotions into 2nd Line Support demonstrate the opportunities available.

• Exposure to a broad range of technologies, customers and IT environments.

• Opportunities to develop technical skills and gain further experience.

• Supportive and collaborative technical team.

• Long-term career opportunities within an established and growing MSP.

Interested?

If you're currently working in an MSP environment and feel ready for your next opportunity, we'd love to hear from you.

Whether you're looking to build on your existing 1st Line experience or join a business where progression into 2nd Line Support is a realistic next step, this could be the ideal move.

Apply today to find out more.