1st Line IT Support Engineer

1. Service Desk & Incident Management

• Act as first point of contact for client IT issues via phone, email, and support portal.
• Log, categorise, prioritise, and manage tickets in line with agreed SLAs.
• Deliver first-time fixes wherever possible.
• Attempt first-level remediation before escalation.
• Escalate complex issues to 2nd/3rd line support with full diagnostic notes and troubleshooting steps.
• Maintain accurate and comprehensive ticket documentation at all times.
• Communicate clearly and professionally with clients.

2. User & Identity Management

• Manage user accounts within Active Directory and Microsoft 365, including creation, modification, and deactivation.
• Administer joiner, mover and leaver (JML) processes accurately and securely.
• Assign and manage Microsoft 365 licences.
• Manage security groups, mailbox permissions, SharePoint access, and delegated access rights.
• Ensure access controls follow client security requirements and escalate concerns where necessary.

3. Microsoft 365 & End-User Support

• Provide remote support for Windows 10/11 devices.
• Support Microsoft 365 services including Exchange Online, Entra ID, and SharePoint.
• Resolve common issues including:
• Password resets and account lockouts
• Email configuration and mail flow issues
• Printer issues
• Connectivity and VPN troubleshooting
• Support basic networking issues including IP configuration, DNS, and DHCP checks.

4. Endpoint Deployment & Asset Management

• Build, configure, and deploy laptops and desktops to company standards.
• Install and configure standard software and security tools.
• Prepare and deploy equipment for new starters.
• Maintain accurate hardware and software asset records.
• Support device lifecycle management including refreshes and replacements.
• Ensure all deployed assets are properly documented within internal systems.

5. Monitoring & Proactive Support

• Monitor and respond to RMM alerts across managed environments.
• Review and respond to backup failures and security notifications.
• Perform basic remediation in line with documented procedures and runbooks.
• Escalate where resolution exceeds 1st line scope.
• Ensure all monitoring and remediation actions are properly logged.

6. Onsite Support & Field Responsibilities

While predominantly office-based, the role includes travel to customer sites as required.

Onsite duties may include:

• Workstation deployments and hardware installations.
• Device troubleshooting and replacements.
• Assisting with network equipment installations under supervision.
• IP handset setup and support.
• Supporting onboarding and service transition activities.
• Providing professional face-to-face user support.

Travel will primarily be within Yorkshire and surrounding areas, with occasional wider travel depending on client needs.

7. Documentation & Continuous Improvement

• Maintain high-quality documentation within the ticketing system.
• Contribute to internal knowledge base improvements.
• Follow defined processes and escalation procedures.
• Support onboarding documentation and infrastructure record accuracy.
• Participate in internal process improvement initiatives.

Do you have a valid Driving License license?, Do you have experience in Windows?, * Minimum 1 year's experience in an IT support or technical customer service-based role.

• Strong working knowledge of Microsoft 365.
• Experience supporting Active Directory environments.
• Windows 10/11 troubleshooting experience.
• Basic networking knowledge (IP, DNS, DHCP, VPN fundamentals).
• Experience using ticketing systems.
• Strong written and verbal communication skills.
• Full UK Driving Licence.

Desirable

• MSP experience
• Exposure to RMM tools.
• Understanding of endpoint security and backup systems.
• Experience supporting VoIP systems.
• Relevant IT certifications (CompTIA, Microsoft, or similar).

Personal Attributes

• Calm and methodical under pressure.
• Strong attention to detail.
• Customer-focused and service-oriented.
• Clear communicator with technical and non-technical users.
• Able to work independently and as part of a team.
• Flexible and willing to support wider operational needs within a growing MSP.

Performance Measures (KPIs)

• SLA compliance.
• First Time Fix rate.
• Ticket resolution times.
• Documentation quality.
• Customer satisfaction feedback.
• Escalation accuracy and completeness.

• Structured technical progression pathway.
• Exposure to modern managed service tooling and environments.
• Supportive team environment.
• Ongoing professional development opportunities.
• Competitive salary (dependent on experience).

Pay: £25,000.00-£28,000.00 per year

Benefits:

• Bereavement leave
• Canteen
• Company pension
• Free parking
• On-site parking
• Sick pay
• Work from home

ITXpress is an established and growing managed IT services provider with nearly 20 years of experience supporting businesses across Yorkshire and beyond. As we enter a new phase of structured growth in 2026, we are strengthening our technical team to support increasing demand and continued service expansion. This is an opportunity to join a close-knit, high-performing technical team where you will gain broad exposure across modern managed services, including Microsoft 365, Active Directory, endpoint management, security tooling, networking, and VoIP systems. In a smaller, agile MSP environment, you will not be siloed, you will see how the whole service operation functions and develop quickly as a result. The 1st Line IT Support Engineer is the first technical point of contact for our clients and plays a critical role in delivering responsive, SLA-driven support within a structured managed services framework. The role is predominantly office-based at The Business Village in Barnsley, with occasional travel to client sites as required. This position offers strong development potential for someone looking to build a long-term career within a growing and forward-thinking IT services business.