IT Support Engineer

As an IT Support Engineer, you'll be a key part of our office-based front-line support team, diagnosing issues, supporting end users, and keeping our customers productive and protected.

You'll work across a broad range of technologies (including Microsoft 365, Windows Server, networking, and macOS), gaining exposure that only an MSP can offer. With every ticket, you'll grow your skills, deepen your technical knowledge, and move closer to more advanced roles within our team.

While this role is primarily office-based, you will occasionally attend client sites to support on-site issues or assist with project delivery.

This role is suited to a strong Level 1 or early Level 2 support engineer who wants structured exposure to real-world MSP environments, with clear progression into a Level 2 / Project Engineer role as skills and confidence develop.

What You'll Do

Technical Support

• Resolve user issues via ticketing system, phone, and email.
• Support and troubleshoot servers and end user devices (desktops, laptops, mobile devices, and peripherals).
• Provide hands-on support across Windows, macOS, and cloud applications.
• Administer and troubleshoot Microsoft 365 and the Microsoft 365 Admin Centre.
• Work with Windows Server, including AD, Group Policy, and server roles.
• Assist in the implementation and ongoing monitoring of managed IT Services, such as back-ups, patch management, vulnerability management and security alert monitoring.
• Contribute towards a cyber security and compliance focused culture.

Networking & Infrastructure

• Work with routers, switches, access points, and other network devices.
• Assist with TCP/IP, DNS, LAN, and VPN troubleshooting.
• Support firewall configuration and network performance investigations.

Customer Experience & Collaboration

• Prioritise tickets effectively and respond within agreed SLAs.
• Communicate clearly and empathetically with users of all technical levels.
• Collaborate with colleagues to resolve complex issues and improve processes.
• Contribute to documentation and knowledge-base improvements.
• Participate in project work, providing hands-on assistance and technical expertise.

Do you have a valid Driving Licence license?, Do you have experience in macOS?, * Clear DBS check.

• 2+ years' experience in IT support or helpdesk environment (MSP experience highly beneficial).
• Strong understanding of hardware, software, and troubleshooting methodologies.
• Good knowledge of networking fundamentals and common protocols.
• Working knowledge of Windows Server, Active Directory, M365, and macOS.
• Excellent communication skills, able to explain technical issues in a friendly, clear way.
• A proactive mindset, curiosity about new technologies, and eagerness to learn.
• Strong organisation and time-management skills.
• Ability to build healthy working relationships including with third-party providers.
• A driven, ambitious mindset with a passion for self-development and continuous improvement.

Preferred

• Experience in an MSP environment.
• Exposure to RMM/PSA tools.
• Previous involvement in process improvement or documentation.
• Solid Level 1 experience with growing Level 2 capability
• Full UK driving license and own car (max 6 points).

• Career progression opportunities within a growing MSP.
• Training & certifications paid for (Microsoft, networking, security relevant to your role).
• Comprehensive private healthcare cover for both the employee and their partner, commencing (after probation completed).
• Company events (we believe in celebrating success together!).
• Opportunities to join salary sacrifice programmes for enhanced savings.
• Access to a comprehensive workplace pension scheme.
• Free on-site parking
• 20 days annual leave + bank holidays
• A dog-friendly office environment.