Level 1 IT Support Field Engineer

Job Title

Level 1 IT Support Field Engineer

Basic Employment Information

Detail

Information

Location

GRIT Consultancy Head Office

Contract Type

Full-time, permanent

Reporting To

Level 1 Senior Field Engineer

Probation Period

6 months

Working Hours

Monday to Friday 9:00am-6:00pm (40 hours per week) including a one-hour lunch break.

Salary

£30,000-£33,000 depending on experience.

Annual Leave

23 days plus UK bank holidays

About GRIT Consultancy

GRIT Consultancy is an award-winning, all-in-one IT support, consultancy, security and hosting solution provider based in London, serving businesses across the UK and globally. With over 25 years' experience in the technology industry, we are a growing team of specialists dedicated to delivering reliable, secure and proactive IT solutions that enable our clients to focus on their core business.

Our services include:

· Managed IT Support

· Cloud Hosting and Office 365 Services

· Cyber Security Solutions

· IT Consultancy

· Project Management

·

As we continue to expand our client base and team, we are restructuring our operations to support sustainable growth and service excellence.

The Role

Purpose

This is an entry-level role and a great opportunity to build a career in IT support. You will provide Level 1 technical support to clients, both remotely and onsite across London/Southeast, resolving day-to-day user requests and incidents and assisting senior engineers with deployments and projects across modern cloud-first environments. Working under the guidance of the Level 2 Senior Field Engineer, you will receive the training and support you need to develop your skills, while representing GRIT Consultancy professionally at client sites.

Key Responsibilities

• Provide Level 1 technical support for desktop, laptop, mobile, printer and Microsoft 365 user issues.
• Attend client sites to troubleshoot common issues, set up equipment, and carry out hardware installations or replacements.
• Carry out routine Microsoft 365 user administration, such as creating accounts, resetting passwords and MFA, and assigning licences.
• Assist with Intune device enrolment and Autopilot device builds under the direction of senior engineers.
• Support project delivery by assisting with tasks such as device rollouts, endpoint refreshes, and site-based installations.
• Log, update and resolve support tickets in line with service levels, keeping clients informed of progress.
• Follow documented procedures and knowledge base articles to resolve common issues efficiently.
• Keep accurate ticket notes and help maintain documentation of systems and client environments.
• Liaise with internal teams and clients to ensure smooth service delivery.
• Support user onboarding and offboarding, including device setup, provisioning and account setup.
• Recognise when an issue needs escalating and pass it to Level 2 engineers promptly, with clear and detailed handover notes.
• Share ideas for process improvements to enhance efficiency and service quality.
• Undertake additional technical duties as needed to support client and organisational objectives.

Required Knowledge, Skills & Experience

Essential

• Some experience in an IT support, helpdesk or service desk role, ideally within an MSP environment. Candidates with relevant qualifications or strong hands-on/home-lab experience will also be considered.
• Working knowledge of Windows 10/11, including common troubleshooting and configuration.
• Familiarity with Microsoft 365 apps (Outlook, Teams, OneDrive) and basic user administration such as password resets and licensing.
• Basic understanding of Active Directory / Entra ID user and group management.
• Hands-on experience setting up and troubleshooting hardware such as laptops, desktops, printers and peripherals.
• Basic knowledge of networking fundamentals, such as IP addressing, DNS, DHCP and Wi-Fi troubleshooting.
• A logical, methodical approach to troubleshooting.
• Strong communication and customer service skills with a professional, client-facing approach.
• Ability to prioritise tasks and manage your own time, and to know when to ask for help.
• A genuine willingness to learn and develop your technical skills.

Full UK driving licence and willingness to travel across London and surrounding areas.

Desirable

• IT certifications such as CompTIA A+, CompTIA Network+ or Microsoft 365 Fundamentals (MS-900).
• Exposure to RMM and PSA tools such as Autotask, Datto RMM or N-able.
• Some exposure to Microsoft Intune or Windows Autopilot.
• Awareness of networking equipment such as UniFi, FortiGate or Ruckus.
• Basic awareness of security best practices, including MFA, endpoint protection and phishing awareness.
• An interest in PowerShell scripting and automation.
• Previous experience in a customer-facing role.

Personal Attributes

• Eager to learn, with a proactive attitude to developing your skills.
• Organised, with good time management.
• Attention to detail and a commitment to high-quality service delivery.
• Comfortable working in a fast-paced MSP environment.
• Friendly, approachable and professional.
• Flexible and adaptable to changing priorities.
• Calm under pressure when dealing with users and incidents.
• Reliable and trustworthy with good confidentiality awareness.
• Enthusiastic about contributing to a growing company.

Key Working Relationships

• Level 2 Senior Field Engineer – Direct line manager, providing day-to-day guidance, training and escalation support.
• Support Teams – Technical escalation and coordination.
• Suppliers & Vendors – Hardware and service coordination.
• Clients – Site visits, support, and project delivery.

What We Offer

• Permanent full-time employment with a growing company.
• Competitive salary of £30,000-£35,000 depending on experience.
• 6-month probation period.
• 23 days annual leave plus UK bank holidays.
• Opportunity to work across a wide range of modern cloud and infrastructure technologies.
• Training, career development and a clear path to progress towards Level 2 within a growing MSP.

Equal Opportunities

GRIT Consultancy is an equal opportunities employer. We are committed to creating an inclusive workplace and welcome applications from all sections of the community, regardless of age, gender, ethnicity, disability, religion, sexual orientation or any other protected characteristic.

Pay: £25,420.00-£30,000.00 per year

Benefits:

• Casual dress

Work Location: In person