Job Description

Ergos UK is looking for a Dispatch & 1st Line Support Desk Engineer to join our growing technical team in Lebanon.

Ergos UK is a leading IT Managed Service Provider delivering end-to-end IT operations, cybersecurity, cloud services, and automation-driven support to clients across the UK. We combine deep technical expertise with a modern MSP tool stack (ConnectWise, N-able, IT Glue, Liongard, BrightGauge) to deliver reliable, secure, and scalable IT services. With a strong focus on service excellence and continuous improvement, we empower our customers through best-in-class processes, documentation, and proactive support.

About the Role

We’re seeking a Service Desk /Dispatch Engineer (1st Line) who thrives in fast-paced, customer-focused environments. You’ll be the first point of contact for our clients, resolving issues across Microsoft 365, Windows devices, networking, and our managed services stack. This role blends technical troubleshooting, proactive systems maintenance, documentation, and hands-on remote support. You’ll collaborate closely with our Senior Engineers and Service Desk Manager to ensure SLAs are met, problems are identified early, and service quality consistently improves. This is an excellent opportunity for someone passionate about MSP work, tools, automation, and growing into more advanced roles.

Key Responsibilities

Frontline Support & Ticket Management:

• Act as the first point of contact: answer calls, triage issues, and log service tickets following the service desk staging process.
• Resolve 1st-line issues on first touch whenever possible; escalate to 2nd line when required.
• Triage tickets received by email and ensure correct SLA, type, subtype, and item configuration.
• Maintain accurate timesheets and detailed ticket notes.
• Manage ticket queues and ensure updates reflect real-time progress.
• Identify repeat issues and assist in raising problem tickets.
• Support the Business & Admin Support line when required (while prioritizing service desk duties).
• Escalate tickets in accordance with Ergos UK escalation procedures to maintain SLA compliance.

Managed Services Operations:

• Create new user accounts and configure access/security policies.
• Build, configure, image, and deploy laptops/desktops for onboarding.
• Maintain and rebuild test machines for MS/Automation testing.
• Perform RMM tasks via N-able including monitoring, maintenance, and remediation.
• Apply patching and software updates to Windows, servers, and endpoints.
• Execute small projects such as router setups, WiFi configuration, and workstation deployments.
• Run daily system checks using BrightGauge or other defined processes.
• Remediate system issues post-training or escalate to MS Admin/Manager.
• Support automations development and assist with pre-deployment testing.
• Maintain and document onboarding processes as automation matures.
• Track and maintain the Automation Request List for the MS team.

Documentation & Continuous Improvement:

• Maintain accurate and clean documentation in IT Glue.
• Contribute to structured onboarding documentation for clients.
• Complete N-able University and Liongard Academy certifications.

• 1+ years of experience in an MSP environment.
• Good knowledge of Microsoft 365 administration.
• Proficient with Windows OS and Windows Server fundamentals.
• Ability to produce clear, concise documentation and ticket updates.
• Experience supporting remote users, including RDS environments.
• Hands-on experience with monitoring tools and alert triage.
• Awareness of data protection and security best practices.
• Natural curiosity in IT and a drive to learn evolving technologies.

• Highly motivated, focused, and collaborative team player.
• Strong first-line troubleshooting skills with sound technical judgement.
• Experience supporting VIP users and working under pressure.
• Excellent English communication skills with customers, suppliers, and internal teams.
• Flexibility to work within the UK Time zone and outside normal hours when required.
• Self-driven and able to thrive in a fast-moving, high-pressure MSP environment.

At Ergos UK, you’ll join a supportive and ambitious team that values your ideas, invests in your growth, and gives you real opportunities to make an impact. If you’re driven, curious, and ready to grow with a fast-expanding MSP, this is the place for you.

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