I keep hearing that Tier 1 is mostly about people skills — you can teach the technical side, but you can’t teach soft skills. As a Service Desk Manager in an IT firm, I’m curious how others handle this.

Beyond communication and customer service, what technical basics do you expect a Tier 1 candidate to already know? Do they need familiarity with tools like AD, M365, ticketing systems, etc., or even a cert?

Has the job market changed to the point where companies no longer take chances on training someone from scratch? Do Tier 1 hires now need to “hit the ground running” with both soft skills and a solid technical foundation?

Would love to hear how other managers approach this.

Hey everyone, a recruiter got back to me about this role and I wanted to get some opinions on it.

IT Support Technician (Part‑Time, 4 days per week)
Salary: £24,000–£32,000 FTE + 25 days holiday, pension, and fully funded Microsoft certifications.

A well‑established MSP is hiring an IT Support Technician to work on‑site with one of their clients. The company has a strong reputation for developing junior staff and offering clear progression opportunities.

You’ll be on‑site four days a week, with flexibility to choose which days (Mon–Fri). From day one, you’ll have access to fully funded Microsoft training and certification pathways, fully supported by the MSP.

Essential requirements:

• MS365 administration
• Strong written and verbal communication
• Hardware installation and support
• Friendly, outgoing personality
• Solid troubleshooting skills

This is a great opportunity to join a supportive MSP, gain hands‑on experience, and work closely with a community‑focused organisation while building your technical skills and certifications.

My questions:

• Is this likely to be a lone‑technician role? The description doesn’t mention a team, so I’m wondering if I’d be the only IT person on‑site.
• What level of experience does this sound like? Is it more of a 1st line role, a 1st→2nd line hybrid, or something more senior?
• Is there usually a bedding‑in period for roles like this, or do MSPs expect you to hit the ground running? I’m still early Tier 1.
• If this is the type of role I want in the future, should I start getting familiar with the tools and technologies MSPs typically use?
• Are MSP on‑site roles usually solo gigs in general?

Any insight from people who’ve worked in MSPs or done on‑site support solo would be really appreciated.