Job Description:

Job Description: 1st Line Support Engineer

Company: Netsense – IT Simplified

Location: Burgess Hill, West Sussex

Clearance Requirement: Must be eligible for and able to obtain UK Eyes Only (SC/DV) Security Clearance.

The Role

At NetSense, we live by our motto: IT Simplified. We’re looking for a 1st Line Support Engineer who is as good with people as they are with PCs. You are the face (and voice) of our technical team, acting as the first point of contact for clients who need their technology to "just work."

Because we support high-security environments, this role requires a high level of trust and the ability to handle sensitive data.

What You’ll Be Doing

• Front-Line Defense: Act as the initial point of contact for all incoming technical queries via phone, email, and chat.
• Triage & Troubleshooting: Diagnose and resolve basic hardware and software issues (Windows/Mac, Office 365, connectivity, and peripherals).
• Ticket Management: Log all incidents accurately in our service desk system, ensuring users are kept in the loop every step of the way.
• User Provisioning: Set up new users, manage password resets, and handle basic Active Directory/Azure AD tasks.
• Escalation: Identify when a problem needs more "firepower" and escalate it smoothly to our 2nd and 3rd-line teams.
• Secure Environments: Maintain strict adherence to security protocols when handling client data and internal systems.

Mandatory Requirements

To be considered for this role, you must meet the following criteria due to the nature of our government and high-security contracts:

• Security Clearance: You must be able to obtain and maintain Full UK Eyes Only (SC/DV) Security Clearance.
• Residency: You must have been a continuous UK resident for at least the last 5 years.
• Citizenship: You must hold a valid British Passport.

What We’re Looking For

• The Tech Basics: Familiarity with Windows 10/11, Microsoft 365, and basic networking (DHCP, DNS, Wi-Fi).
• Customer First Mentality: You don't just fix computers; you help people. Patience and empathy are your superpowers.
• Problem-Slaying Skills: A logical approach to troubleshooting. Even if you don’t know the answer, you know how to find it.
• Communication: Clear, concise, and jargon-free communication skills.

Bonus Points if You Have:

• CompTIA A+, Network+, or Microsoft Fundamentals certifications.
• Previous experience in a Managed Service Provider (MSP) environment.
• Familiarity with ITIL frameworks or ISO 27001 standards.

Why NetSense?

We aren't a faceless corporation. We’re a team that values simplicity, efficiency, and a good sense of humor. We offer competitive pay, continuous training opportunities, and a culture where your voice is heard and your career progression is supported.