> Markdown version of [/jobs/ext/22312-1st-2nd-line-it-support-engineer](https://www.wearedevelopers.com/jobs/ext/22312-1st-2nd-line-it-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # 1st-2nd Line IT Support Engineer - **Company:** Bytes Digital - **Location:** Clevedon, UK - **Salary:** £25,000.0 - £30,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, JIRA, VoIP, Cyber Security, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Network Troubleshooting, Azure Active Directory, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Computer Network Technologies, Microsoft InTune, Patch Management, SentinelOne Expertise, User Administration - **Published:** May 21, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=a754c9e097be8552 ## About the Role 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. ## Description * 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 ## Related Videos - [Unlocking the potential of Digital & IT at Vodafone](https://www.wearedevelopers.com/videos/602-unlocking-the-potential-of-digital-it-at-vodafone) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Getting under the skin: The Social Engineering techniques](https://www.wearedevelopers.com/videos/38-getting-under-the-skin-the-social-engineering-techniques) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Where to Find Entry-Level Software Engineering Jobs](https://www.wearedevelopers.com/magazine/397-where-to-find-entry-level-software-engineering-jobs) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [The Best Job Search Websites of 2025](https://www.wearedevelopers.com/magazine/368-the-best-job-search-websites-of-2025)