1st / 2nd Line Support Engineer

1st / 2nd Line Support Engineer – MSP

Whitstable, Kent

£28,000 – £32,000 depending on experience

Must have Full Driving licence

• Are you currently working in IT support and looking to strengthen your technical skills within an MSP environment?
• Do you enjoy troubleshooting across Microsoft 365, desktop, networking, and user support issues?
• Are you looking for a role where you will gain broader exposure, support real clients, and continue progressing technically rather than getting stuck on the same tickets every day?

If so, this could be an excellent next step.

We are working with a growing Managed Service Provider based in Whitstable that supports a wide range of SME clients across Microsoft 365, cloud, networking, and modern workplace technologies. They are looking for an additional engineer to join the support team and help provide day-to-day technical support across their client base.

This role would suit somebody operating at strong 1st Line or early 2nd Line level who wants to continue developing technically within a supportive MSP environment.

The Opportunity

You will join a collaborative technical team supporting a variety of external clients across different environments and technologies. The role offers strong technical variety and exposure across Microsoft 365, desktop support, networking, cloud technologies, and infrastructure support.

You will work closely with more senior engineers and gain hands-on exposure to project work as your experience develops.

What you will be doing

• Providing 1st and 2nd line technical support to external clients
• Troubleshooting Microsoft 365 and Windows desktop issues
• Supporting users across desktop, laptop, mobile, and modern workplace environments
• Managing Active Directory and user administration tasks
• Supporting Intune and endpoint-related issues
• Assisting with networking issues including DNS, DHCP, TCP/IP, Wi-Fi, and connectivity troubleshooting
• Escalating more complex issues to senior engineers where required
• Maintaining accurate ticket notes and documentation
• Visiting client sites when required
• Supporting project delivery work as your skills develop

Technologies you will work with:

Experience in some of the following would be beneficial:

• Microsoft 365
• Windows desktop environments
• Active Directory
• Intune / endpoint management
• Basic networking fundamentals
• DNS / DHCP / TCP/IP
• Firewalls, switches, and Wi-Fi troubleshooting
• Helpdesk / ticketing systems
• Printers and end-user hardware

You do not need experience across everything.

Solid technical fundamentals, good communication skills, and the right attitude are more important.

What they are looking for

• Experience within a 1st Line or 2nd Line IT support role
• MSP experience would be highly beneficial
• Strong customer service and communication skills
• Good troubleshooting ability and willingness to learn
• Organised and comfortable managing support tickets
• Somebody professional, reliable, and helpful
• Full UK driving licence and access to your own vehicle is essential

What is on offer

• Supportive MSP environment with technical progression
• Exposure across Microsoft 365, networking, cloud, and infrastructure technologies
• Opportunity to gain broader technical experience and project exposure
• Growing business with a collaborative team culture
• £28,000 – £32,000 depending on experience

If you are currently working in IT support and want a role where you can continue developing your technical skills within a modern MSP environment, this is well worth a conversation.