Job Advert
1st/2nd Line IT Support Engineer
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Work location: Olney, Buckinghamshire MK46 4BA
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Salary: £25,000 - £30,000
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Work hours: Monday to Friday, 9:00am to 5:30pm
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Job type: Full-time, permanent - office-based
Are you looking to grow your career in IT support?
This is a fantastic opportunity to join our client who is a growing software and IT services company based in Olney.
About the Company
They’ve recently relocated to expand their operations and take on exciting new projects that solve real business challenges for SMEs and enterprises across the UK.
What makes them different? They believe in building lasting relationships with their clients, not just delivering a service. Their unique all-inclusive monthly fee model makes bespoke solutions accessible to businesses of all sizes, and their "no-ticket" support philosophy means you'll work directly with clients - essentially as an extended member of their team. They specialise in custom business management systems, seamless integrations, mobile apps, e-commerce platforms, and managed IT support that genuinely transforms how their clients operate.
The Role
Our client is look for a 1st/2nd Line IT Support Engineer to join their growing IT support department. This is a client-facing role - you'll be providing support directly to their clients' businesses, acting as a trusted point of contact for their IT needs. You'll get involved in a broad range of support work including general troubleshooting, hardware provisioning, Microsoft 365 administration, remote monitoring and patch management, and supporting phone systems. No previous telecoms experience is needed - they'll provide the training you need to get up to speed on the phone system side of things.
As their IT support department is still growing, there will be times where support workload is lighter. During those periods you'll get involved in testing and QA for their in-house software solutions, web applications, and mobile apps.
They also have a large software development team in-house, so if coding is something that interests you there is genuine potential to get involved in that side of the business over time.
Key Responsibilities
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Provide 1st line and 2nd line IT support to our clients, acting as their go-to for day-to-day IT issues
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Set up and provision hardware for client new starters and leavers including laptops, desktops, and peripherals
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Manage and administer Microsoft 365 environments including user accounts, licensing, and email
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Carry out remote monitoring and patch management across client systems
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Support and maintain client phone systems (full training provided)
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Manage endpoint protection, MFA, and other security essentials across client environments
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Maintain asset registers and documentation for client hardware and systems
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Liaise with third-party vendors and suppliers for hardware orders, ISP issues, and warranty support
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Assist with network basics including WiFi, switches, and general connectivity issues
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Provide testing and QA support for our in-house software solutions, web apps, and mobile apps
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Help build out IT support processes and documentation as the department grows
Essential Skills & Experience
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A genuine interest in IT support and helping people solve technical problems
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A basic understanding of Windows desktop environments and common business software
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Some familiarity with Microsoft 365 (Outlook, Teams, SharePoint, admin centre)
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Comfortable communicating with clients in a friendly and professional way
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A methodical approach to troubleshooting - able to work through problems logically
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Willingness to learn new systems and technologies, including phone systems
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Good attention to detail, particularly when it comes to documentation and following processes
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A positive attitude and the ability to manage your own workload across multiple clients
Desirable Skills
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Any previous IT support experience, whether commercial, voluntary, or helping out friends and family with their tech
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Experience with remote monitoring and management (RMM) tools
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Familiarity with endpoint protection and antivirus solutions
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Some understanding of networking basics (DNS, DHCP, WiFi, VPNs)
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Experience with hardware setup, imaging, or asset management
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Any exposure to ticketing or documentation systems
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An interest in software development, testing, or QA
What They Offer
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Competitive annual salary: £25,000 - £30,000
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20 days annual leave plus bank holidays
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Comprehensive private health insurance
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Workplace pension with employer contribution
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Modern office environment
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A real career progression pathway with regular reviews
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Full training provided on phone systems and any unfamiliar technologies
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Opportunity to get involved in software testing and QA
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Potential to move into or get involved with software development over time
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Direct client interaction and relationship-building experience
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Exposure to a wide range of IT environments across different industries
