1st Line Technician (MSP)

What success looks like

• Clients receive professional, timely support outside normal business hours.
• Tickets are owned, progressed, and documented to a high standard.
• Security alerts are reviewed, triaged, and escalated appropriately.
• Technical and security issues are handed over efficiently with complete information.
• Client confidence is maintained through clear communication and excellent service.

Core accountabilities: 24/7 Service desk support:

• Provide first-line remote support for contract 24/7 clients.
• Answer, log and manage incoming incidents and service requests.
• Perform initial troubleshooting and resolve issues within agree capability.
• Maintain ownership of assigned tickets until resolution or escalation.
• Ensure tickets are updated accurately with clear progress and next actions.

Security monitoring and incident triage

• Monitor security alerts across client environments.
• Review Microsoft Defender, Microsoft 365 and security platform alerts.
• Investigate suspicious activity including sign-in events, audit logs and endpoint alerts.
• Follow documented security processes and escalation procedures.
• Escalate potential security incidents promptly with appropriate technical information.

Incident AND escalation management

• Prioritise tickets based on impact and urgency.
• Escalate technical or security issues to senior technicians where appropriate.
• Provide complete and accurate handovers between shifts and technical teams.
• Ensure no ticket or incident is left without ownership or clear next action.

Documentation and quality

• Maintain accurate ticket notes and investigation records.
• Follow agreed service desk and security processes.
• Contribute to internal documentation and knowledge articles.
• Identify recurring issues and raise opportunities for improvement.

Continuous development

• Develop technical and security knowledge through training and certifications.
• Build understanding of Microsoft security technologies and best practice.
• Participate in team knowledge sharing and continual improvement initiatives.

Technical requirements Essential:

• Experience supporting Windows desktops and laptops.
• Microsoft 365 administration.
• Active Directory / Microsoft Entra ID.
• Basic networking (DNS, DHCP, VPN).
• Strong troubleshooting skills.
• Excellent written and verbal communication.

Desirable

• Microsoft Defender.
• Microsoft Intune.
• Multi-factor authentication (MFA).

.special-hidden { display: none; }