2nd Line IT Support

• Provide Level 1 and Level 2 technical support to our MSP customers.
• Support users via phone, email, WhatsApp and remote support tools.
• Troubleshoot Microsoft 365, Windows, email, user account, application and connectivity issues.
• Support and troubleshoot Azure Virtual Desktop (AVD) environments.
• Manage multiple tickets and customer requests at the same time.
• Keep customers updated and maintain clear ticket notes.
• Assist with user onboarding and offboarding.
• Manage permissions, accounts and general Microsoft 365 administration.
• Diagnose issues before escalating to senior engineers where required.
• Support the wider IT team with customer projects, changes and recurring technical issues.
• Provide on-call or out-of-hours support when required.

Technologies:

• Azure
• Support
• Microsoft 365
• Windows
• Office 365
• Cloud
• Active Directory
• Microsoft Intune
• SharePoint

• Previous experience working in an MSP, IT support company or busy service desk environment.
• Strong Level 1 support skills with experience handling Level 2 issues.
• Good knowledge of Microsoft 365 and Windows environments.
• Experience supporting Azure Virtual Desktop (AVD).
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Confident speaking to customers over the phone.
• Good written communication skills.
• Organised, reliable and able to take ownership of technical issues.
• Willingness to participate in on-call support when required.

We are a growing MSP team supporting a range of business customers from our office near Manchester Airport. This is a hands-on, in-person technical support role for someone who can investigate problems thoroughly, take ownership of customer issues and work efficiently in a fast-paced environment. We offer a full-time, permanent position with working hours of Monday to Friday, 08:30-17:00 or 09:00-17:30, a salary of £30,000 per annum, and benefits including free parking and on-site parking.