Service Support Engineer (1st/2nd Line)

They're not your average MSP. Their clients include government departments, police forces, and organisations handling highly classified data - which means the tech is serious, the standards are high, and the work genuinely matters. They're vendor-agnostic too, so you'll get your hands on a broad range of enterprise technology including VMware, Cisco, Checkpoint, Fortinet, Dell, Linux, Windows Server, MS Azure/O365, and even Kubernetes.

Their Wetherby office is something special - it was a finalist in the Inspired Spaces North awards - and was officially voted a Great Place to Work.

We're helping them find a Service Support Engineer to join their Service Support Team - the engine room of the wider technical operation. This team combines what were traditionally separate 1st and 2nd line functions, so the work is varied and the learning curve is rewarding.

If you're a strong 1st liner ready to step up, or an established 2nd liner looking for somewhere you'll genuinely enjoy working, this is one to look at seriously.

What you'll be doing

The role is the first point of contact for clients, but it goes well beyond answering calls and logging tickets. You'll be diagnosing and resolving faults, coordinating patching and upgrades across client environments, managing tickets through to resolution within SLAs, and keeping clients informed throughout.

You'll also visit client sites and data centres for installation work, fault diagnosis, and consultancy - so no two weeks look the same. On top of the day-to-day, you'll contribute to the team's knowledge base, coach colleagues, and get involved in service upgrades and smaller project work. There's also the potential to join the out-of-hours on-call rota down the line.

The team works a rotating shift pattern: typically two weeks of earlies (08:00-16:30) followed by one week of lates (09:30-18:00), Monday to Friday, with an hour for lunch. There's also flexibility for the occasional work-from-home day when needed.

Do you have a valid Driving Licence license?, Do you have experience in VMware?, * At least 12 months in a technical helpdesk, service desk, or IT support role (or equivalent experience supporting Azure/O365, networking, Windows/Linux Server, or VMware environments)

• Experience diagnosing technical problems at 1st/2nd line level
• A foundation-level industry certification such as Microsoft Fundamentals, CompTIA, ITIL Foundation, or Fortinet Fundamentals
• Experience using helpdesk or ticketing software
• Strong communication skills - you can explain technical issues clearly to non-technical people
• A genuine commitment to first-class customer service
• A full, clean driving licence and access to your own vehicle (site visits are part of the role), * An associate or administrator-level certification from Microsoft, Cisco, Fortinet, RedHat, Checkpoint, or in Kubernetes
• Knowledge of the ITIL framework
• Experience with PowerShell, Ansible, or patch management
• Familiarity with Kubernetes and containerised solutions
• An understanding of networking fundamentals or cybersecurity basics

• 25 days holiday rising to 29 (+ bank holidays) + an additional day off for your birthday
• Fully funded BUPA Medical and Dental cover after probation + 3x Death in Service
• Company Pension - 3% employer, 5% employee (you can contribute more)
• £100 gross per month cost of living allowance
• Circa £50 net per month fuel contribution for travelling to work
• 2 weeks full pay Paternity Leave
• 12 weeks full pay Maternity Leave + statutory for the remainder
• Up to 1 month paid long-term absence + 10 days paid for infrequent unconnected absence
• Free parking with EV charging points
• Free flu jabs

We're working with an established and progressive IT managed services provider based in Wetherby that's been certified as a Great Place to Work.