1st / 2nd Line IT Support Engineer (MSP)

You will sit across 1st and 2nd line support, handling day to day user issues while also taking on more technical escalations as your capability allows. You will be expected to manage tickets end to end, communicate clearly with clients, and know when to escalate with the right context.

Typical responsibilities include:

• Providing 1st and 2nd line support to multiple client environments
• Logging, managing and resolving tickets via our PSA
• Supporting Microsoft 365 including users, mailboxes, permissions and devices
• Desktop and laptop support across Windows and macOS
• Basic networking troubleshooting including switches, firewalls and WiFi
• User onboarding and offboarding
• Working to SLAs and contributing to service improvements
• Maintaining clear ticket notes and documentation

Do you have experience in IT support?, * Proven experience in a 1st or 2nd Line IT Support role

• MSP background is strongly preferred
• Strong working knowledge of Microsoft 365 and Windows environments
• Comfortable dealing directly with end users and stakeholders
• Good troubleshooting mindset and attention to detail
• Able to prioritise workload in a fast paced environment
• Clear communicator who takes ownership rather than passing tickets around

Nice to Have

• Exposure to Intune, Azure AD or Entra
• Experience with PSA tools such as Autotask
• Basic cybersecurity awareness or interest in developing this area
• Relevant certifications or active self learning, * IT support: 1 year (required)
• Managed Service Provider (MSP) (MSP): 1 year (preferred)
• Autotask Ticketing system: 1 year (preferred)

• A supportive team with strong technical standards
• Real exposure to varied client environments
• Opportunity to progress into a stronger 2nd line or specialist role
• Hybrid working model
• Training and development encouraged

If you are coming from an MSP, enjoy problem solving, and want to be part of a growing business where your contribution is visible, we would like to hear from you.

Job Type: Full-time

Pay: £25,000.00-£32,000.00 per year

Benefits:

• Casual dress
• Company events
• Company pension
• Free parking
• On-site parking
• Work from home

Dasuni is a UK-founded Managed Service Provider supporting a diverse client base across London, the UK and the US. We pride ourselves on being responsive, technically strong, and genuinely invested in doing IT properly. We are growing steadily and are now looking to strengthen our service desk with an experienced 1st to 2nd Line Engineer.