Junior IT Support Engineer

As a Junior IT Support Engineer, you’ll be one of the first people our customers turn to for help. You’ll diagnose and resolve issues, keep customers informed and make sure your work is clearly documented. When something needs deeper expertise, you’ll gather the right information and escalate it effectively to a senior engineer.

No two days will look exactly the same. The role combines first and second-line support with customer service, project assistance and the practical tasks that keep a growing MSP running smoothly.

You’ll be supported by experienced engineers who will help you develop your technical knowledge and confidence. In return, we’ll expect you to take ownership of your learning, ask thoughtful questions, follow work through and contribute positively to the whole team.

The role is primarily office-based, with occasional travel to customer sites across the UK. There may also be occasional planned out-of-hours work for project implementations, with support from the wider team.

What You’ll Be Doing

• Responding to first and second-line support tickets and resolving issues across hardware, software, Microsoft 365, devices and networks
• Setting up, configuring and supporting Microsoft 365 Modern Workplace environments
• Supporting Microsoft Azure, Entra ID, Intune and Windows environments under the guidance of senior engineers
• Assisting with networking equipment, firewalls and wireless solutions
• Following security best practice across identity, devices, email, cloud services and networks
• Troubleshooting methodically, documenting your work and escalating complex issues with clear, useful information
• Building positive customer relationships and communicating clearly with technical and non-technical users
• Helping with technical discovery and pre-sales preparation, including gathering information and documenting customer requirements
• Supporting customer onboarding, device preparation, user setup and service handover
• Learning from senior engineers, sharing useful knowledge and contributing to better documentation and processes
• Helping with billing and account queries by checking technical details and confirming the work completed
• Pitching in across the support queue and wider business when priorities change - no “that’s not my job” mentality

At Black Sheep Support, we’re looking for a motivated Junior IT Support Engineer to join our growing technical team. With an exciting pipeline of new sales and customer projects, this is a brilliant opportunity to build your skills, take on responsibility and grow with the business.

Working alongside our CTO, Senior Engineers and a small team of Engineers, you’ll support customers, solve day-to-day technical issues and contribute to projects across Microsoft 365, cloud, devices, networking and security.

This is a broad, hands-on role in a growing MSP. You’ll spend much of your time supporting customers and working through tickets, but you’ll also get involved in project work, pre-sales preparation, customer onboarding and billing queries. We need a self-starter with a can-do attitude who is curious, dependable and happy to muck in wherever the team needs help., We’re looking for someone who is enthusiastic about technology, enjoys helping people and takes pride in doing things properly. You’ll be a calm problem-solver who is willing to learn, comfortable asking for help and determined to see work through.

Some hands-on IT support experience is preferred, especially within an MSP or managed IT services environment. We’re also open to candidates at the beginning of their career who can demonstrate strong fundamentals, practical learning and the right attitude.

You’ll ideally have:

• Experience in an IT support, service desk, helpdesk or technical customer service role, or equivalent practical experience
• Exposure to an MSP or managed IT services environment, or an understanding of how an outsourced IT support business works (preferred)
• A working knowledge of Microsoft 365 and Windows, with an interest in developing skills across Modern Workplace, Azure, Entra ID and Intune
• A basic understanding of networking concepts such as IP addressing, DNS, DHCP, Wi-Fi and firewalls
• Awareness of cyber security fundamentals, including strong authentication, device security, phishing and safe handling of customer data
• A logical approach to troubleshooting and the patience to investigate problems methodically
• Clear communication and strong customer service skills, with the confidence to speak to technical and non-technical users
• Good organisation, attention to detail and the ability to manage several tickets or tasks while keeping people updated
• A proactive, solutions-focused approach: a self-starter with a can-do attitude, a willingness to learn and a genuine readiness to muck in
• A full UK driving licence and access to your own vehicle, as occasional travel to customer sites is required, * IT support: 1 year (preferred)

Licence/Certification:

• Driving Licence (preferred)

Pulled from the full job description Referral programme Financial planning services Annual leave Life insurance Additional leave Company pension Discounted or free food, * Additional leave

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Financial planning services
• Free flu jabs
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Referral programme