Job Description

Posted 2 hours ago

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