1st Line IT Support Engineer - Fentons Business IT Solutions
About this role
Location: Littlehampton, West Sussex (Hybrid: Home, Office, Client Sites) Salary: £23,000 – £28,000 (Depending on Experience) Job Type: Full-time, Permanent (37.5 hours/week, rota between 8:00am – 5:30pm) About Us Fentons Business IT Solutions is a leading Managed IT Service Provider supporting clients across Sussex, Kent, and Hampshire since 2007. We pride ourselves on delivering a premium support experience and building long-term client relationships. The Role As a 1st Line IT Support Engineer, you will be the first point of contact for our clients, providing friendly, professional, and efficient IT support. You will resolve common technical issues, log and triage tickets accurately, and escalate more complex problems to senior engineers when required. You will play a key role in delivering an excellent client experience and ensuring issues are handled promptly and professionally. Key Responsibilities Act as the first point of contact for inbound support requests via phone, email, and service desk Log, prioritise, and manage support tickets in line with service desk processes Resolve 1st line issues across desktops, laptops, printers, and common software applications Provide remote support to end users and guide them through solutions in clear, non‑technical language Escalate issues to 2nd line engineers where appropriate, ensuring clear and accurate handover notes Maintain accurate ticket updates, time recording, and documentation Assist with new user setups, device builds, and basic onboarding tasks Monitor alerts and respond to issues within agreed skill set Contribute to a positive team environment and a consistently high standard of customer service Travel to client sites occasionally when required Skills & Experience Essential: Previous experience in an IT support or customer service environment Excellent communication skills and professional telephone manner Strong customer service mindset and willingness to help Basic troubleshooting knowledge of Windows 10/11 Familiarity with Microsoft 365 (Outlook, Teams, OneDrive) Ability to follow processes, document work clearly, and manage multiple tasks A keen interest in IT and eagerness to learn Desirable: Experience working in a Managed Service Provider (MSP) environment Exposure to Active Directory or Entra ID user management Basic networking knowledge (IP addressing, Wi‑Fi, connectivity) Any relevant IT certifications or study towards them Benefits Extra day off to enjoy your birthday Performance-related bonus scheme Team (paid for) social events Relaxed and friendly atmosphere, with a professional approach Flexibility to work from home (high-spec IT equipment provided) Highly experienced team for support and development Increased holiday with length of service Highly competitive pay with annual salary reviews Training and learning development with qualification support Mileage allowance Relaxed and friendly atmosphere and culture, whilst being professional What We Offer A supportive team environment with mentoring from experienced engineers Structured learning and development pathway for 1st line engineers Exposure to a wide range of technologies and client environments Opportunities to progress into 2nd line and project‑based work How to Apply If you are passionate about IT, thrive on solving problems, and want to be part of a supportive and dedicated team, we’d love to hear from you. Please upload your CV and a brief cover letter on our website: https://fentonsit.com/careers Apply for this role " * " indicates required fields Your name * Email address * Contact no. Tell us a bit about yourself Upload CV Accepted file types: pdf, doc, docx, Max. file size: 128 MB. Drag file here or click to upload This site is protected by reCAPTCHA and the Google  Privacy Policy  and  Terms of Service  apply. Submit Looking for I.T solutions? We offer a free , no obligation consultation Book your free consultation or learn more about us Existing customer?
What this role is, and what else it is called
Employers in the UK advertise this kind of work as IT Support Engineer, IT Support Technician, Technical Support Engineer and Support Engineer too, so it is worth searching more than one wording. It is a mid-level IT Support & Service Desk role in the UK, advertised as hybrid, splitting time between home and the office.
How this role compares to the market
350 live UK roles list Microsoft 365 right now, from 147 employers. The median advertised salary is £38,000; 24% are advertised as remote. Browse Microsoft 365 roles.
Market figures are today's snapshot of live UK roles on employer careers pages; see hiring trends.
Technologies mentioned
Detected on Fentonsit's careers page. ProdReady Recruitment lists this vacancy as an aggregator and is not the employer; applications go to the employer's own site.