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1st / 2nd Line Support Engineer

3 weeks ago

St Albans, United Kingdom Xact Placements Full time

1st / 2nd Line IT Support Engineer (Internal Systems) About the Role We are looking for a proactive and service-driven 1st / 2nd Line IT Support Engineer to join our internal IT team within a fast-paced MSP environment. Unlike a traditional MSP support role, this position focuses exclusively on supporting our own internal staff, systems, applications, and infrastructure. This is an excellent opportunity for someone early in their IT career who wants to build a solid technical foundation, gain exposure to a broad range of technologies across the Microsoft ecosystem, and progress into roles such as Senior IT Support Engineer, Network Engineer, or Security Engineer. Key Responsibilities 1st / 2nd Line Technical Support Provide first and second-line support to internal users across multiple offices and remote locations. Troubleshoot issues across Windows desktop and server environments, Microsoft 365, Azure AD, and common business applications. Resolve incidents via phone, email, remote tools, and in-person support. Manage and escalate tickets effectively within SLAs. Systems & Platform Support Administer and maintain core internal IT systems, including: Microsoft 365 (Exchange, SharePoint, Teams) Azure AD / Active Directory Endpoint management tools (Intune/Autopilot) Windows Server services (DNS, DHCP, Group Policy) Support internal networking infrastructure (switches, firewalls, Wi-Fi) at a basic troubleshooting level. Operational Duties Build and configure laptops, desktops, and mobile devices. Maintain asset registers, hardware inventory, and documentation. Support onboarding and offboarding processes (account creation, device provisioning). Monitor system performance and respond to alerts. Project Support Assist with internal infrastructure upgrades, migrations, and improvement initiatives. Take ownership of small internal IT projects under guidance from senior engineers. Skills & Experience Essential Experience in a 1st or 2nd line support role (MSP experience advantageous but not required). Strong technical understanding of: Windows 10/11 Microsoft 365 administration Active Directory / Azure AD Basic networking (TCP/IP, DNS, DHCP, VPN) Comfortable with remote support tools and ITSM/ticketing systems. Ability to communicate clearly with users of all technical levels.