1st/2nd Line Support Engineer – MSP

4 days ago

Bury St Edmunds IP AB, United Kingdom The IT Services Group Full time

Job Overview

We are seeking a dedicated and skilled 1st Line Support Engineer to join our dynamic IT support team. In this role, you will be the first point of contact for users experiencing technical issues, providing essential support and troubleshooting services. Your expertise in computer networking, software troubleshooting, and customer service will be crucial in ensuring a seamless experience for our clients. Additionally, you will be the primary field engineer for clients in and around Bury St Edmunds.

Responsibilities

  • Act as the first point of contact for client support queries via the company's ticketing system and responding through both phone calls and emails
  • Diagnose and resolve 1st and 2nd line technical issues, including:
  • Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams, Intune).
  • Windows 10/11 desktops and laptops.
  • Basic networking (DNS, DHCP, VPNs, firewalls, Wi-Fi).
  • Printers, peripherals, and general hardware troubleshooting.
  • Manage user accounts, permissions, and security within Microsoft 365 and Active Directory.
  • Escalate complex issues to senior engineers or 3rd line support when required.
  • Maintain accurate documentation of tickets, fixes, and configurations.
  • Support client onboarding, including new user setups and device deployments.
  • Deliver excellent customer service and supporting building strong client relationships.
  • Provide on site assistance where required

Skills - Essential

  • Previous experience in a 1st or 2nd line IT support role, ideally within an MSP.
  • Strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive, Intune).
  • Good understanding of Windows desktop operating systems and Office applications as well as mobile operating systems and applications.
  • Basic networking knowledge (TCP/IP, DNS, DHCP, VPNs).
  • Experience with Active Directory and user management.
  • Excellent problem-solving skills and ability to work under pressure.
  • Strong communication and customer service skills.

Skills - Desirable

  • Experience with Azure Active Directory and conditional access.
  • Knowledge of RMM/EDR/SOC/PSA tools.
  • Microsoft certifications (e.g., MS-900, MD-100, MS-100).
  • Exposure to backup solutions, antivirus, and security tools.

Job Type: Full-time

Pay: £24,500.00-£28,000.00 per year

Benefits:

  • Health & wellbeing programme

Experience:

  • MSP: 1 year (preferred)

Location:

  • Bury St. Edmunds IP32 7AB (preferred)

Work Location: Hybrid remote in Bury St. Edmunds IP32 7AB

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