We are seeking a customer-focused Tier 1/2 IT Support Engineer to join our Managed Services team. This is a unique hybrid role where you will be employed by us as an MSP while acting as the primary onsite IT engineer for one of our valued customers four days per week.
You will provide first and second-line technical support directly to users at the customer's premises, ensuring excellent customer service, rapid issue resolution, and proactive maintenance of their IT environment. On Fridays, you will work alongside the wider MSP team, supporting our service desk, collaborating with colleagues, participating in internal projects, training, documentation, and assisting other managed service customers.
This role is ideal for someone who enjoys building strong relationships with users while remaining part of a wider technical team.
Working Hours
Customer Site
- Monday – Thursday
- 8:00am – 4:00pm
MSP
Flexibility may occasionally be required to meet business or customer requirements.
Key Responsibilities
Customer Site Responsibilities
- Act as the primary onsite IT support engineer.
- Represent the MSP professionally at all times while on the customer's premises, acting as a trusted extension of our team.
- Build and maintain positive working relationships with customer staff through excellent communication, professionalism and customer service.
- Comply with both the MSP's policies and procedures and the customer's site rules, security requirements and health and safety policies while working onsite.
- Provide first and second-line technical support to end users.
- Troubleshoot hardware, software and networking issues.
- Perform desktop, laptop and peripheral installations.
- Configure new user accounts, laptops and mobile devices.
- Support Microsoft 365 applications and services.
- Resolve printer and peripheral issues.
- Carry out routine maintenance and health checks.
- Escalate complex incidents to senior engineers where appropriate.
- Maintain accurate documentation within the MSP ticketing system.
- Ensure tickets are updated, prioritised and resolved within agreed SLAs.
- Support meeting room technology and AV equipment.
- Assist with onboarding and offboarding of users.
- Maintain asset records and equipment inventories.
- Identify opportunities for service improvements.
- Follow ITIL best practices and security procedures.
MSP Responsibilities (Fridays)
- Support the MSP Service Desk with Tier 1 and Tier 2 tickets.
- Assist remote customers via telephone and remote support tools.
- Work alongside senior engineers on infrastructure projects.
- Update documentation and knowledge base articles.
- Participate in team meetings and technical training.
- Assist with internal IT systems and processes.
- Share knowledge and best practices across the engineering team.
- Support project preparation, staging and deployment activities.
- Help improve automation and service delivery processes.
Technical Skills
Experience supporting some or all of the following:
- Windows 10 & Windows 11
- Microsoft 365
- Microsoft Entra ID (Azure AD)
- Active Directory
- Microsoft Intune
- Exchange Online
- SharePoint Online
- Teams
- Basic networking (TCP/IP, DNS, DHCP)
- VPN technologies
- Wi-Fi troubleshooting
- Windows Server
- Remote monitoring and management (RMM) platforms
- PSA/ticketing systems
- Endpoint security solutions
- Backup solutions
- Multi-function printers and peripherals
Essential Skills
- Excellent customer service skills
- Strong troubleshooting ability
- Clear verbal and written communication
- Professional appearance and manner
- Ability to prioritise workload effectively
- Strong organisational skills
- Self-motivated with the ability to work independently
- Team player with a collaborative attitude
- Strong attention to detail
- Calm under pressure
- Positive and proactive approach to problem solving
Desirable Qualifications
- CompTIA A+
- CompTIA Network+
- Microsoft Fundamentals certifications
- ITIL Foundation
- Microsoft Certified Associate qualifications
Equivalent experience will also be considered.
Experience
Essential:
- 2+ years' experience in an IT support role.
- Experience supporting Microsoft Windows environments.
- Experience supporting Microsoft 365.
- Experience working within a service desk or MSP environment is advantageous.
- Experience providing face-to-face user support.
Success Measures
Success in this role will be measured by:
- High levels of customer satisfaction.
- SLA compliance.
- First-time fix rate.
- Quality of documentation.
- Ticket management and ownership.
- Professional representation of the MSP at the customer site.
- Contribution to continuous service improvement.
Professional Conduct
As an employee of the MSP, you will be expected to uphold the highest standards of professionalism while working both at the customer site and within our own organisation. You will act as an ambassador for the business, building trust with customers and maintaining the reputation of the company.
You will be expected to:
- Represent the MSP professionally at all times through your appearance, attitude and conduct.
- Deliver exceptional customer service, demonstrating courtesy, patience and respect in all interactions.
- Build positive working relationships with customer staff whilst maintaining appropriate professional boundaries.
- Adhere to both the MSP's policies and procedures and the customer's site rules, including health and safety, security and acceptable use policies.
- Maintain the confidentiality of customer and company information, ensuring sensitive data is handled securely and in accordance with company policies and applicable legislation.
- Demonstrate integrity, accountability and ownership of your work, following issues through to resolution wherever possible.
- Communicate clearly and professionally with customers, colleagues and third-party suppliers.
- Maintain a tidy and organised working environment at the customer site and take appropriate care of company and customer equipment.
- Actively contribute to a positive team culture by sharing knowledge, supporting colleagues and participating in continuous professional development.
- Maintain accurate documentation, ensuring tickets, technical notes and customer records are completed to a high standard.
- Promote best practice in cyber security and remain vigilant to potential security risks, reporting concerns promptly in accordance with company procedures.
Professionalism, reliability and excellent customer service are fundamental to the success of this role, as you will be the primary day-to-day representative of the MSP at the customer's premises.
What We Offer
- Competitive salary.
- Workplace Pension scheme.
- Ongoing technical training and certification support.
- Career progression within a growing MSP.
- Exposure to a wide variety of technologies.
- Supportive and collaborative engineering team.
- Opportunity to build trusted relationships with customers while remaining part of an experienced managed services organisation.
This role offers the best of both worlds—becoming a trusted onsite IT professional for a key customer while continuing to develop your skills as part of a dynamic Managed Services Provider.
Pay: £27,000.00-£31,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Discounted or free food
- Gym membership
- Referral programme
- Work from home
Ability to commute/relocate:
- Huddersfield HD7 5JN: reliably commute or plan to relocate before starting work (required)
Licence/Certification:
- Driving License (required)
Work Location: In person
