1st / 2nd Line IT Support Engineer

1st / 2nd Line IT Support Engineer (MSP)

1st & 2nd Line Support | Microsoft 365 | Networking | Cloud & Cybersecurity

The opportunity

We are recruiting for a 1st / 2nd Line IT Support Engineer to join the technical team of an established technology services provider. Our client supports business customers across connectivity, mobile, cloud, telephony, and network infrastructure and is expanding its Microsoft-focused managed IT support services. This is a great opportunity for someone with MSP experience who enjoys solving customer issues and wants to continue developing their technical skills.

You will be a key point of contact for day-to-day IT support, taking ownership of tickets, troubleshooting across Microsoft 365, Windows devices, networking, Wi-Fi, cybersecurity and business communications, and knowing when to escalate more complex issues. Alongside your core support work, you will have the chance to assist experienced colleagues with infrastructure, cloud and customer projects as the managed services offering grows.

What you will be doing

IT support & technical troubleshooting

• Diagnose and resolve issues across Microsoft 365, Windows devices, cloud applications, networking, Wi-Fi, hosted telephony and cybersecurity services.

• Own support tickets from first contact through resolution, keeping customers informed with clear, professional communication.

• Provide technical support for end users and business systems.

• Escalate and coordinate complex incidents with third-party vendors and technology partners as required.

• Keep accurate records of support cases, fixes, and customer environments.

Managed services & infrastructure

• Assist with deploying, configuring and supporting client routers, firewalls, switches, wireless access points and endpoint devices, with guidance on more complex changes where needed.

• Help provision and administer Microsoft 365 tenants, including user onboarding and offboarding, licensing, Exchange Online, SharePoint, Teams and Intune.

• Support cloud backup, endpoint protection, email security and business continuity solutions.

• Assist with device rollouts, configuration, patching and the full lifecycle of customer IT assets.

• Assist with configuring and maintaining hosted VoIP and unified communications solutions.

Projects, cloud & modern workplace

• Get involved in Microsoft 365 migrations, cloud adoption, infrastructure upgrades and network deployments, supporting more experienced colleagues as needed.

• Help customers adopt modern workplace technologies and recommended practices.

• Contribute ideas and practical support to the development and rollout of new managed services and cloud solutions.

• Spot opportunities for automation, stronger security, and more efficient customer environments.

What we are looking for

MSP background

• Proven experience in a Managed Service Provider (MSP) environment, supporting multiple customers and a broad technology stack.

• Comfortable using ticketing systems, working to SLAs, and balancing competing priorities.

Microsoft 365 & cloud

• Hands-on experience supporting and administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID, with a willingness to deepen your expertise.

• Microsoft Intune, device management and modern workplace experience would be highly desirable.

Networking & infrastructure

• A good working understanding of TCP/IP, DNS, DHCP, routing, switching, VPNs and wireless networking, and confidence troubleshooting common issues.

• Some hands-on exposure to business networking equipment such as Ubiquiti, DrayTek, Zyxel, Cisco, Fortinet, or similar platforms.

Security & endpoint management

• Experience with endpoint security, multi-factor authentication, email security, patch management, and backup solutions.

• Understanding of cybersecurity best practices for small and medium-sized businesses.

Communications & voice

• Exposure to hosted VoIP, SIP, Teams Phone or other cloud-based telephony solutions would be an advantage.

Communication & teamwork

• Excellent written and verbal communication skills.

• Able to work independently while contributing positively to a small, collaborative team.

The kind of person who will thrive

• Customer-focused: you appreciate the commercial impact of IT issues, stay calm under pressure and communicate with professionalism and empathy.

• Curious and growth-minded: you enjoy technology, want to develop new skills and are motivated by helping to broaden an MSP service offering.

• Resourceful and proactive: you take responsibility, enjoy solving difficult technical problems and organise your workload without compromising service levels.

• Collaborative: you are confident working autonomously but value knowledge-sharing and helping colleagues.

What is on offer

• Flexibility shaped around customer and project requirements.

• Competitive salary, dependent on experience.

• Company laptop and mobile phone.

• Ongoing training and professional development.

• Exposure to varied technologies, cloud platforms and customer environments.

• A supportive, close-knit team, limited bureaucracy and genuine input into how services develop.

• Career progression as the managed services portfolio continues to expand.

Interested? If you have MSP support experience, enjoy helping customers, and want to grow your 1st / 2nd line skills across Microsoft 365, networking, and cloud technologies, we would love to hear from you.