IT Support Engineer

As a IT Support Engineer, you will act as an escalation point for complex issues, provide advanced Microsoft 365 support, mentor junior engineers, and deliver outstanding service to customers within a fast-paced MSP environment.

You will also support customer telephony systems, including FreePBX, ensuring reliable, secure, and well-configured VoIP solutions.

Key Responsibilities

• Act as escalation point for 1st and 2nd line engineers

• Provide advanced troubleshooting across Microsoft 365, Windows Server, networking, and endpoint environments

• Manage, configure, and support Microsoft 365 services (Exchange Online, SharePoint, Teams, Intune, Azure AD)

• Configure, troubleshoot, and support FreePBX and VoIP environments

• Oversee ticket prioritisation and ensure SLA compliance

• Mentor and support junior engineers

• Assist with documentation and process improvements

• Perform site visits where required

• Deploy, configure, and maintain hardware, software, and network devices

• Carry out planned maintenance and upgrade work

• Support escalated incidents involving multi-system or multi-technology issues

• Liaise with third-party vendors

• Document all work accurately and ensure follow-up with customers

Do you have a valid Driving Licence license?, Do you have experience in Windows?, * Strong Microsoft 365 technical experience

• Experience with FreePBX or similar open-source PBX systems

• Excellent troubleshooting and analytical skills

• Strong communication and interpersonal skills

• Ability to work well under pressure in an MSP environment

• Logical, methodical, and detail-focused

• Keen to continue learning and developing

• Capable of mentoring less experienced staff

Technical Requirements

Required:

• Microsoft 365 administration and support

• FreePBX configuration and troubleshooting

• Windows client and server operating systems

• Active Directory & Group Policy

• Networking fundamentals (routers, firewalls, switching, subnets)

• VPN configuration and support

• Troubleshooting advanced issues involving multiple devices/technologies

Desirable:

• Microsoft SQL

• Hyper-V or similar virtualisation platforms

• Remote Desktop Services

• Additional VoIP technologies

• Microsoft Certifications

Further Requirements

• Full, clean UK driving licence

• Approximately 3 years' experience in an MSP or similar support environment

SA1 Solutions is a leading Managed Service Provider based in South Wales, supporting over 100 customers across the UK. We deliver reliable and professional IT services designed to improve business performance through well-managed, modern, and scalable technology solutions. Our team is highly experienced, motivated, and committed to offering a jargon-free, customer-centric approach. We provide fully outsourced IT services or can integrate with an existing in-house team. Our services cover cloud technologies, infrastructure, Microsoft 365, networking, security, VoIP, backup, and more.