1st / 2nd Line Support Engineer

• Acting as a key point of contact for incoming support tickets
• Providing remote 1st and 2nd line support to clients
• Troubleshooting Microsoft 365 and Windows desktop issues
• Managing Active Directory tasks (users, permissions, group policy)
• Supporting endpoint and Intune-related queries
• Investigating basic networking issues (DNS, DHCP, TCP/IP)
• Escalating more complex issues to senior engineers
• Maintaining accurate ticket updates and documentation
• Occasionally attending client sites (if at 2nd line level)

Technologies:

• Active Directory
• Support
• Microsoft 365
• TCP/IP
• Windows
• Office 365
• Hardware
• SharePoint

• Experience in a 1st Line or 2nd Line IT support role
• MSP experience is highly desirable
• Strong customer service and communication skills
• Good troubleshooting mindset
• Organised and comfortable managing tickets
• Full driving licence beneficial (not essential at 1st line level)