1st/2nd Line IT Support Engineer

About the company

This opportunity combines hands-on technical support with customer engagement in a growing Managed Service Provider (MSP) environment who are looking to further expand their team. You'll work as part of an established technical team, supporting a diverse client base and helping to resolve a wide range of IT issues across modern business environments. This position holds great potential for progression, in terms of learning new skills and company growth – along with a comfortable range of benefits. What You'll Do

Your tasks

• Act as the first point of contact for client IT support requests via phone, email and helpdesk systems.
• Manage and prioritise support tickets, ensuring issues are resolved efficiently and professionally.
• Deliver 1st and 2nd Line technical support across multiple client environments.
• Troubleshoot hardware, software, Microsoft 365 and Windows-related issues.
• Support and administer Microsoft 365 environments, including user accounts and licensing.
• Diagnose and resolve networking, broadband and connectivity issues.
• Provide support for VoIP and telephony platforms.
• Assist with Windows Server administration and maintenance tasks.
• Escalate complex technical issues where appropriate while maintaining ownership through to resolution.
• Maintain clear documentation and contribute to improving support processes and service delivery.

Requirements

Experience & Capabilities

• At least 2 years' experience in an IT Support, Service Desk or Helpdesk role.
• Previous MSP experience is highly desirable.
• Experience providing both 1st and 2nd Line support.
• Strong Microsoft 365 administration and troubleshooting experience.
• Good working knowledge of Windows Desktop and Windows Server environments.
• Experience supporting VoIP systems and telephony solutions.
• Ability to troubleshoot networking and broadband connectivity issues.
• Excellent customer service and communication skills.
• Comfortable managing multiple tickets and competing priorities in a fast-paced environment.
• Strong problem-solving skills with a proactive and professional approach.
• UK Drivers Licence

What we offer

• Private healthcare
• Support for technical certifications and professional development
• Clear progression opportunities within a growing technical team
• Generous holiday allowance
• Pension scheme
• Exposure to a varied client base and modern technology stack
• Stable, established business with long-term growth plans

How to apply

This position is looking to be filled ASAP with interviews from this week, so apply today!