1st & 2nd Line Support Engineer (MSP)

About the role

We are seeking an experienced 1st & 2nd Line Support Engineer to join a well‑established managed IT services provider. Reporting to the Support Services Manager, you will deliver proactive technical support to a diverse client base, ensuring high‑quality service and rapid incident resolution.

Key responsibilities

• Provide 1st and 2nd line support via phone, email and remote tools.
• Monitor managed service dashboards, respond to alerts, and apply patches, updates and fixes.
• Analyse monitoring reports, escalations and resolve incidents as appropriate.
• Administer Windows Server environments, Active Directory, Microsoft Exchange, Microsoft 365, VMware vSphere and core network services (DNS, DHCP).
• Create and manage user accounts, permissions and Group Policies.
• Maintain technical documentation, client records and produce management reports.
• Support printers, VoIP telephony, desktops, laptops and mobile devices.
• Diagnose hardware and software faults, implement effective resolutions and recommend upgrades.
• Develop scripts to automate routine tasks and contribute to continuous improvement of support procedures.
• Ensure all support requests meet agreed SLA targets and deliver excellent customer communication.

Required profile

• Previous experience in a Managed Service Provider (MSP) environment.
• Strong knowledge of Microsoft Windows Server technologies.
• Experience with Active Directory, Microsoft Exchange and Microsoft 365.
• Good understanding of VMware vSphere.
• Experience supporting LAN/WAN networking, DNS and DHCP.
• Excellent troubleshooting skills across hardware, software and operating systems.
• Strong organisational abilities and the capacity to manage multiple tickets.
• Proactive, independent work style with good communication skills.

Required skills

• Windows Server
• Active Directory
• Microsoft Exchange
• Microsoft 365
• VMware vSphere
• LAN/WAN networking
• DNS
• DHCP
• Printers and VoIP telephony
• Desktop, laptop and mobile device support
• Group Policy administration
• Scripting for automation