1st & 2nd Line Support Engineer (MSP)

About the Opportunity

Our client is a well-established managed IT services provider looking to recruit an experienced MSP Service Technician to join their growing technical support team. This is an excellent opportunity for someone with strong 1st and 2nd line support experience who enjoys working across a varied client base while delivering exceptional customer service.

Reporting to the Support Services Manager, you will play a key role in providing proactive technical support, resolving incidents, maintaining infrastructure, and ensuring customers receive a consistently high standard of service.

Key Responsibilities

• Provide 1st and 2nd line technical support via telephone, email and remote access.
  

• Monitor managed service dashboards and respond promptly to alerts, ensuring issues are remediated through patching, updates and fixes.
  

• Analyse monitoring reports and escalate or resolve alerts as appropriate.
  

• Produce and maintain management and customer reports where required.
  

• Administer Windows Server environments, Active Directory, Microsoft Exchange, VMware vSphere and core network services including DNS and DHCP.
  

• Create and manage user accounts and permissions.
  

• Configure, update and maintain Group Policies.
  

• Maintain accurate technical documentation and client records.
  

• Support and administer printers and VoIP telephony systems.
  

• Install, configure, troubleshoot and maintain desktops, laptops and mobile devices.
  

• Deploy and support hardware and software in line with best practice.
  

• Diagnose hardware and software faults and implement effective resolutions.
  

• Identify opportunities to reduce recurring technical issues through proactive improvements.
  

• Support email platforms and ensure systems operate securely and efficiently.
  

• Collaborate with wider technical teams to investigate and resolve support tickets.
  

• Develop and maintain scripts to automate routine administration tasks where appropriate.
  

• Contribute to the development and continual improvement of technical support procedures.
  

• Recommend hardware and software upgrades where beneficial.
  

• Support wider business and customer projects as required.
  

• Ensure all support requests are managed in accordance with agreed SLAs.
  

• Deliver excellent customer service while maintaining strong communication throughout the support process.
  

• Follow information security policies and contribute to continual security improvements.
  

Skills & Experience

The successful candidate will have:

• Previous experience in a Managed Service Provider (MSP) environment.
  

• Strong knowledge of Microsoft Windows Server technologies.
  

• Experience supporting Active Directory, Microsoft Exchange and Microsoft 365.
  

• Good understanding of VMware vSphere.
  

• Experience supporting LAN/WAN networking, including DNS and DHCP.
  

• Excellent troubleshooting skills across hardware, software and operating systems.
  

• Strong organisational skills with the ability to manage multiple support tickets effectively.
  

• A proactive approach and the ability to work independently as well as within a team.
  

• Excellent communication and customer service skills.
  

• A good understanding of IT security best practices.
  

Qualifications

Ideally, you'll hold (or be working towards) a recognised IT qualification, such as an NVQ Level 3 or relevant vendor certification (e.g. Microsoft, CompTIA or equivalent).