About Us We are a growing Berkshire-based Managed Service Provider (MSP) delivering high-quality IT services to a diverse range of clients across multiple industries. Our customers range from small businesses to larger organisations, providing a varied and engaging technical environment where no two days are the same.
This is an excellent opportunity for a motivated IT Support Engineer looking to develop their technical skills, gain exposure to a broad range of technologies, and learn from a team of highly skilled and experienced engineers.
The Role As a 1st / 2nd Line IT Support Engineer, you will be responsible for providing remote and onsite technical support to a diverse client base. You will troubleshoot, diagnose and resolve a wide range of IT issues, while delivering exceptional customer service and ensuring client satisfaction.
Working alongside senior engineers and technical specialists, you will have the opportunity to develop your technical expertise across Microsoft cloud technologies, networking, cybersecurity, infrastructure, and modern workplace solutions.
Key Responsibilities - Provide 1st and 2nd line technical support via telephone, email, remote tools and onsite visits.
- Diagnose and resolve hardware, software, networking and user issues.
- Manage incidents and service requests through the ticketing system, ensuring adherence to SLAs.
- Support Microsoft 365 environments including Exchange Online, Teams, SharePoint and Intune.
- Administer Windows desktop and server environments.
- Assist with user onboarding, offboarding and account administration.
- Troubleshoot connectivity, Wi-Fi, VPN and network-related issues.
- Deploy and configure laptops, desktops, mobile devices and peripherals.
- Escalate complex issues to senior engineers where appropriate.
- Contribute to technical documentation and knowledge base articles.
- Participate in project work including migrations, upgrades and cloud adoption initiatives.
- Maintain a strong focus on customer service and continuous improvement.
Skills & Experience RequiredEssential - Previous experience in a 1st Line, 2nd Line or MSP support environment.
- Good troubleshooting skills across Windows operating systems.
- Experience supporting Microsoft 365 applications and services.
- Understanding of Active Directory, Entra ID (Azure AD) and Group Policy.
- Knowledge of networking fundamentals including TCP/IP, DNS, DHCP and VPNs.
- Experience using remote support and ticketing systems.
- Excellent communication and customer service skills.