1st - 2nd Line IT Support Engineer
Role Overview
A growing and well-established Managed Service Provider is looking to bring in a 1st - 2nd Line IT Support Engineer to strengthen their service desk.
This is a great opportunity for someone with MSP experience who enjoys being hands on, taking ownership of tickets, and working across a variety of client environments.
Your New Role
You will sit across 1st and 2nd line support, handling day to day user issues while also supporting more technical escalations as your experience grows.
You will be responsible for managing tickets end to end, maintaining strong communication with users, and contributing to the overall quality of service delivery.
Your Responsibilities
- Providing 1st and 2nd line support across multiple client environments
- Logging, managing and resolving tickets through a PSA system
- Supporting Microsoft 365 including users, mailboxes, permissions and devices
- Desktop and laptop support across Windows and macOS
- Basic networking troubleshooting including switches, firewalls and Wi-Fi
- User onboarding and offboarding
- Working to SLAs and contributing to service improvements
- Maintaining clear ticket notes and documentation
Tech Environment
- Microsoft 365, Exchange Online, SharePoint
- Windows and macOS environments
- Entra ID and basic cloud identity management
- Networking fundamentals including switches, firewalls and Wi-Fi
- PSA tools such as Autotask
You Will Have
- Experience in a 1st or 2nd Line IT Support role
- Previous MSP experience is strongly preferred
- Good working knowledge of Microsoft 365 and Windows environments
- Comfortable dealing directly with users and stakeholders
- Strong troubleshooting mindset and attention to detail
- Able to prioritise workload in a fast-paced environment
- Someone who takes ownership of tickets rather than passing them on
Desirable
- Experience in an MSP environment
- Experience in a music or entertainment environment
- Experience with Networks