1st-2nd Line IT Support Engineer

• Act as the first point of contact for client IT support requests via phone, email and ticketing system.
• Diagnose and resolve 1st and 2nd line hardware, software, and connectivity issues within agreed SLA times.
• Manage and prioritise your own ticket queue using the PSA platform (ConnectWise)
• Support Microsoft 365 environments, user administration, Exchange, SharePoint, Teams,

Intune.

• Carry out device setup, imaging, and configuration for new starters at client sites.
• Manage user joiner, mover, and leaver processes including account creation and access changes.
• Support and troubleshoot network issues, TCP/IP, DNS, DHCP, VPN, and Wi-Fi.
• Assist with patch management and endpoint protection via RMM tooling.
• Maintain clear, accurate documentation of issues and resolutions.
• Proactively communicate with clients throughout the lifecycle of their support requests.
• Escalate issues appropriately to the IT Solutions Lead where 2nd line resolution is not achievable.
• Contribute to the continuous improvement of internal processes and client documentation

Do you have experience in TCP/IP?, * Minimum 12 months experience in a 1st line IT support or helpdesk role.

• Strong working knowledge of Microsoft 365, Exchange, SharePoint, Teams, OneDrive
• Experience with Windows 11 endpoint support and troubleshooting.
• Understanding of core networking concepts, TCP/IP, DNS, DHCP, VPN.
• Experience using a PSA or ticketing system (ConnectWise, SuperOps, Jira or similar).
• Excellent communication skills, confident and professional with clients on the phone and in writing.
• Strong organisational skills with the ability to manage multiple tickets simultaneously.
• A positive, customer-first approach, calm under pressure and committed to resolution.

Desirable Skills

• Experience working in a Managed Service Provider (MSP) environment.
• CompTIA A+, Network+ or Security+ certification (or actively working towards one).
• Microsoft certifications (AZ-900, AZ-104, MS-900 or similar).
• Familiarity with Microsoft Intune / Endpoint Manager.
• Experience with RMM platforms (SuperOps, NinjaOne, N-able or similar).
• Exposure to VoIP platforms (3CX, Microsoft Teams Phone, 8x8, Wildix or similar).
• Knowledge of Cyber Essentials or basic information security principles.
• Experience with endpoint security tools (SentinelOne, Sophos, or similar EDR/AV).
• Familiarity with Azure Active Directory / Entra ID.

• Salary of £25,000 - £30,000 depending on experience.
• A friendly, supportive team in a growing MSP where your contribution is visible.
• Real variety of work, no two days are the same.
• Genuine career development opportunities as the business grows.
• Exposure to a broad technology stack across connectivity, telecoms, cloud and security
• Support for professional development and industry certifications.
• Office-based role in Clevedon, close-knit team, relaxed culture.

Bytes Digital is a growing managed service provider (MSP) based in Clevedon, Somerset. We deliver connectivity, telecoms, managed IT support, Microsoft 365, and digital solutions to SME clients across the Southwest and beyond. We are building out our MSP service line, and this is an exciting time to join a close-knit, ambitious team where your work genuinely matters.