1st Line IT Support Engineer (Microsoft 365 / Windows / Azure) - MSP - Hybrid Remote

• Provide 1st line technical support across Microsoft 365, Windows 10/11, Windows Server and networking environments

• Diagnose and resolve technical issues relating to hardware, software and connectivity

• Log, update and manage tickets within the helpdesk system in line with SLAs

• Communicate effectively with customers via phone, email and remote support tools

• Escalate more complex issues to senior engineers where appropriate

• Maintain accurate technical documentation for customer systems

• Manage and prioritise your own workload effectively

• Contribute to maintaining high levels of customer satisfaction, Weekend on-call, support for a small subset of customers is shared across the team on a rota basis (9am - 5pm Saturday & Sunday). A driving licence and access to a vehicle is required for participation in the on-call rota., Microsoft 365 Active Directory Windows 10/11 Windows Server Networking

• Do you have experience working in an MSP environment?

• Are you comfortable working a rotating shift between 7am-7pm?

• Do you drive?

This role is ideal for someone with commercial IT support experience who is looking to develop their skills across Microsoft 365, Azure, Windows Server and networking technologies in a fast-paced MSP environment., Essential

• Minimum 1 year experience in an IT support or helpdesk role
• Experience supporting:

Windows 10/11 Microsoft 365 (Outlook, Teams, SharePoint, Exchange) Active Directory / user account administration

• Basic networking knowledge (DNS, DHCP, TCP/IP)
• Strong troubleshooting and problem-solving skills
• Excellent communication and customer service skills
• Ability to manage multiple support tickets effectively

Desirable

• Experience working for an MSP
• Exposure to PSA and RMM systems (Autotask, Datto, ConnectWise, Freshdesk, NinjaOne, Halo etc.)
• Exposure to Azure / Entra ID
• Experience with Windows Server (2016+)
• Understanding of backup solutions or endpoint security platforms
• IT certifications (Microsoft preferrable), * IT support: 1 year (required)

Our helpdesk operates between, 7am - 7pm on a rotating shift basis:

• Early shift: 7:00am - 3:30pm (remote)
• Core shift: 9:00am - 5:30pm (hybrid)
• Late shift: 10:30am - 7:00pm (remote), Job Types: Full-time, Permanent

Pay: £25,500.00-£29,000.00 per year

Benefits:

• Company pension
• Free parking
• On-site parking
• Private medical insurance
• Work from home

Application question(s):

• How many years experience do you have working in an IT Support role?
• Which of the following have you supported in previous roles?

We are a growing Managed Service Provider (MSP) based in Glasgow, delivering IT support to a wide range of businesses across Scotland and the UK. Due to continued growth, we are looking for a motivated 1st Line IT Support Engineer to join our friendly and supportive helpdesk team.