1st/ 2nd Line Support

This forward-thinking, security-focused Managed IT Service Provider is seeking a 1st- to 2nd-line IT Support Engineer to join their team.

The role is predominantly working from home, but you must be within 45 minutes of Central London during your working week (Kent, Surrey, or London) due to recurrent onsite work in London.

The MSP is passionate about helping businesses grow, and they’re looking for someone who shares their values and commitment to quality.

You’ll provide day-to-day technical support to a variety of clients across Windows, Mac, cloud, and networking environments, with the opportunity to get hands-on with 2nd line issues, projects, and long-term client solutions.

This role suits someone technically skilled, customer-focused, and looking to advance in their IT career within a collaborative, supportive team.

• Act as the first point of contact for incoming service desk tickets
• Troubleshoot and resolve a broad range of hardware, software, networking, and cloud issues (1st/2nd line), escalating complex issues to senior engineers when required
• Support and administer Microsoft 365 (Exchange, SharePoint, OneDrive, Teams)
• Provide user and device management via Active Directory, Azure AD, Intune, and Group Policy
• Assist with onboarding/ offboarding, email setup, endpoint security and patching
• Support remote users across Windows and macOS environments
• Participate in client site visits for scheduled project or support work (travel expenses covered)

• Great communicator (verbal and written)
• Logical thinker and proactive problem-solver
• Self-motivated and organised
• Confident in handling IT issues independently, with appropriate escalation
• Growth mindset – eager to develop your technical skills and career
• Customer-service driven and personable – you genuinely want to help people

Experience with some or all of the following is ideal:

• Windows OS 10/11, Mac OS, mobile devices (iOS/Android)
• Microsoft 365 admin: Exchange Online, Teams, SharePoint
• Azure AD, Intune (basic management and troubleshooting)
• DNS, DHCP, TCP/IP, VPN, VLANs, SMB, basic routing/switching
• Endpoint protection (e.g. Sophos, Bitdefender)
• Active Directory and Group Policy
• Remote tools: ConnectWise, TeamViewer, AnyDesk etc.
• Printers, NAS devices (Synology/QNAP), VOIP, email clients
• Troubleshooting WiFi, wired connections, and basic firewall rules

Additional Requirements

• Must live within a 45-minute commute of Central London (e.g. Kent, Surrey, or London)
• Full UK Driving Licence
• Right to work in the UK (we cannot offer sponsorship)

Desirable (Not essential)

• Experience working in another MSP
• Microsoft or CompTIA certifications (AZ-900, MD-102, A+, N+, etc.)
• Familiarity with security tools and backup systems (e.g. Acronis, Veeam)
• Previous customer-facing experience in technical support

What is on Offer

• Competitive salary range from £30-40K PA, depending on experience
• 28 days holiday including bank holidays (+1 day/year up to 35)
• Hybrid working: 3-5 days/week in office during probation, then every other Wednesday
• Paid training time and exam fees (Microsoft, CompTIA, etc.)
• Access to a company vehicle for work purposes
• Regular performance reviews and a clear progression path (1st to 3rd Line, projects and consultancy)
• Company events, collaborative team culture, and supportive leadership