2nd Line IT Support
IT Support Engineer (Mid to Senior Level)
Salary: £35,000–£40,000
Location: Office-based, Southampton
Overview
We are a growing managed service provider delivering IT, communications, connectivity and cybersecurity solutions to businesses across the UK.
We are looking for an experienced IT Support Engineer to join our expanding IT team. This is a mid to senior-level position for an engineer who is comfortable taking ownership of customer issues, managing a varied support workload and working across multiple customer environments.
You will be a key part of our day-to-day IT support operation, managing customer tickets through to resolution, deploying and maintaining IT solutions, and supporting onboarding, migrations and infrastructure projects.
This office-based role would suit someone with previous MSP experience who is comfortable working across Microsoft, cloud, security and end-user technologies.
Key Responsibilities
Service Desk & Customer Support
• Manage day-to-day service desk and customer support workloads.
• Take ownership of tickets from diagnosis through to resolution, keeping customers updated.
• Prioritise tickets and escalate issues where appropriate.
• Troubleshoot Microsoft 365, devices, applications, networking, security and wider IT environments.
• Provide remote technical support from our Southampton office.
• Maintain accurate ticket records, documentation and customer information.
• Deliver consistently high standards of customer service.
Microsoft 365 & Cloud
• Administer and support Microsoft 365, including Exchange Online, SharePoint, OneDrive and Teams.
• Support Microsoft Entra ID, identities, permissions, security and device configuration.
• Assist with licensing, user provisioning and tenant administration.
• Configure and deploy Windows PCs, laptops and Mac devices.
• Support customers moving from legacy infrastructure to modern cloud solutions.
Cybersecurity, Backup & IT Management
• Deploy, configure and support managed cybersecurity and IT management services.
• Work extensively with the Acronis technology stack and other platforms used by us.
• Deploy and maintain endpoint protection and EDR solutions.
• Support MDR services and wider endpoint security requirements.
• Deploy and manage email security solutions.
• Configure and monitor backup and disaster recovery services.
• Deploy and maintain RMM solutions.
• Support security awareness training and business password management.
• Assist with Cyber Essentials readiness, vulnerability management and security best practice.
Acronis experience is not essential. Experience with equivalent MSP security, backup, endpoint management or RMM technologies is desirable.
Hardware & Networking
• Configure and prepare PCs, laptops, Macs and associated hardware for customer deployment.
• Ensure devices are securely configured and ready for users.
• Troubleshoot networking issues involving routers, switches, wireless networks and other infrastructure.
• Support the ongoing management and security of customer IT environments.
• Provide reasonable diagnostic support for third-party applications and services.
Projects & Onboarding
• Support customer onboarding, migrations and infrastructure projects.
• Assist with discovery and information gathering across customer IT environments.
• Support Microsoft 365, SharePoint, OneDrive and data migration projects.
• Assist with migrations from legacy servers and NAS environments to cloud services.
• Prepare, configure and deploy project hardware and software.
• Complete agreed project tasks and provide technical input to the IT project team.
• Support internal IT projects and the wider team.
Skills & Experience
• Minimum 3 years' experience in IT support, IT engineering or service desk environments, ideally within an MSP.
• Strong practical knowledge of Microsoft 365 administration and support.
• Experience supporting Microsoft Entra ID and modern Microsoft cloud environments.
• Strong troubleshooting skills across devices, applications and customer IT environments.
• Experience with endpoint security, email security, backup, RMM or similar managed IT solutions.
• Experience configuring and deploying PCs, laptops and other end-user hardware.
• Good understanding of networking fundamentals and diagnosing common LAN, WAN and Wi-Fi issues.
• Experience working in a ticket-based support environment and taking ownership through to resolution.
• Ability to manage multiple customer issues and competing priorities independently.
• Strong written and verbal communication skills, with the ability to explain technical issues clearly to non-technical customers.
• MSP experience or experience supporting multiple customer environments is highly advantageous.
What We're Looking For
We are looking for someone beyond an entry-level support position who is technically capable, organised and comfortable taking responsibility for their own workload.
You should be confident dealing directly with customers, able to investigate issues independently and understand the importance of both technical resolution and excellent communication.
The role would suit an engineer who enjoys the variety of an MSP environment and wants exposure to day-to-day support, cybersecurity, Microsoft cloud technologies, customer migrations and larger IT projects.