About the Role
We are looking for a proactive and customer-focused IT Service Engineer to join our growing team. This role is ideal for an experienced IT professional who enjoys solving complex technical issues, taking ownership of client environments, and delivering exceptional service both remotely and on-site.
As a key member of our technical team, you will act as an escalation point for 1st Line Engineers, working across a variety of client environments to diagnose issues, implement solutions, and support ongoing IT improvement projects.
This is a varied role that combines remote support, field-based work, project delivery, and client relationship management.
- Key Responsibilities
- Troubleshoot and resolve escalated 2nd line support tickets.
- Perform system log analysis and root cause investigations.
- Support and administer Microsoft 365, Azure, Entra ID and Intune environments.
- Diagnose and resolve network issues, including DNS, Firewalls, Wi-Fi, VPNs, and VLANs.
- Conduct on-site client visits for support, installations and troubleshooting.
- Diagnose and repair hardware faults.
- Create and maintain technical documentation, standard operating procedures (SOPs) and knowledge base articles.
- Assist with the delivery of infrastructure and cloud migration projects.
- Manage and support endpoint devices through Microsoft Intune.
- Utilise Digital Employees (DEs) and automation tools within daily workflows.
- Design, commission and train Digital Employees to improve efficiency and service delivery, ensuring appropriate governance and controls are maintained.
Skills & Experience
Essential
- Previous experience in a 2nd Line Support Engineer, Field Engineer or similar MSP role
- Strong troubleshooting and problem-solving abilities
· Experience supporting:
- Microsoft 365
- Azure / Entra ID
- Active Directory
- Microsoft Intune / Endpoint Management
- Networking knowledge, including DNS, Firewalls, Wi-Fi, VPNs, and VLANs
- Experience with backup and disaster recovery solutions
- Excellent customer service and communication skills
- Full UK driving licence
Highly Desirable
- PowerShell scripting experience
- VoIP and Microsoft Teams Telephony experience
- Exposure to automation and AI-driven service delivery tools
- Experience supporting multiple client environments within a Managed Service Provider (MSP)
Certifications
The following certifications are highly desirable:
- CompTIA Network+
- Microsoft MD-102 Endpoint Administrator
- Microsoft AZ-104 Azure Administrator
- ITIL 4 Foundation
- CompTIA Security+
What We're Looking For
The successful candidate will be someone who can think beyond scripts and standard fixes. Unlike a traditional 1st Line role, this position requires technical judgement, initiative and the ability to adapt solutions to meet the unique needs of each client.
You will be comfortable working independently, managing your own workload, and taking ownership of technical issues from diagnosis through to resolution.
Why Join Us?
- Varied work across multiple technologies and client environments.
- Opportunity to work with cloud, automation and AI technologies.
- Supportive and collaborative team environment.
- Ongoing professional development and certification opportunities.
- A role where your expertise and ideas can make a genuine impact.
If you're an experienced IT professional looking for your next challenge within a growing MSP, we'd love to hear from you.
Job Types: Full-time, Permanent
Pay: £32,000.00-£36,000.00 per year
Work authorisation:
- United Kingdom (required)
Work Location: In person
