Description:
The IT Support Engineer is responsible for providing first-line and some second-line technical support to customers within a Managed Service Provider (MSP) environment. The role involves responding to incidents and service requests, maintaining customer systems, assisting with IT projects, and contributing to the delivery of a high-quality, customer-focused IT support service.
The post holder will work as part of a collaborative support team, supporting multiple client environments while developing technical knowledge and professional capability.
Key Responsibilities and Duties
Service Delivery
- Provide 1st line and some 2nd line IT support to a varied MSP client base
- Respond to incidents and requests via the ticketing system, telephone and email
- Manage and prioritise workload in line with agreed Service Level Agreements (SLAs)
- Deliver a professional, customer-focused service at all times
Technical Support
- Diagnose and resolve hardware, software and connectivity issues
- Support Microsoft cloud and on-premise environments
- Perform user administration, including account setup, permissions, password resets and MFA
- Monitor and respond to alerts generated by automated monitoring systems
- Provide basic VoIP / phone system support, escalating where appropriate
Systems Maintenance and Projects
- Carry out daily maintenance tasks and routine system checks
- Assist with the delivery of customer IT projects, under the guidance of senior engineers
- Attend client sites when required for support or project work
Escalation and Documentation
- Escalate complex or unresolved issues to senior engineers in accordance with internal procedures
- Maintain clear, accurate and up-to-date ticket notes and documentation
General
- Adhere to company policies, procedures, and security standards
- Maintain technical awareness and participate in training and development activities as required
- Undertake any other reasonable duties appropriate to the role
Person Specification
Essential Criteria
Experience
- Approximately one year of commercial IT support experience in a live environment
- Experience working in an MSP or multi-client support environment
- Experience using ticketing systems and working to defined SLAs
(Note: this role is not suitable for candidates whose experience is limited solely to an apprenticeship or placement.)
Technical Knowledge
- Good working knowledge of Windows operating systems
- Experience supporting Microsoft 365
- Ability to troubleshoot basic hardware, software and connectivity issues
Skills and Competencies
- Strong customer service orientation with a professional approach
- Clear and effective written and verbal communication skills
- A proactive, organised approach to problem solving and workload management
- Ability to work effectively as part of a team and follow escalation processes
Additional Requirements
- Full UK driving licence (required for occasional client site visits)
Desirable Criteria
Experience and Knowledge
- Experience with Active Directory, Azure / Entra ID
- Basic understanding of networking concepts (DNS, DHCP, TCP/IP)
- Experience supporting VoIP or telephony systems, particularly 3CX
- Exposure to RMM tools, PSA systems, backup solutions and endpoint security platforms
Qualifications
- Relevant IT certifications (e.g. CompTIA, Microsoft, Cyber Security Awareness)