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# 1st Line IT Support Engineer (Microsoft 365 / Windows / Azure) - MSP - Hybrid Remote

- **Company:** Certum Ltd
- **Location:** Rutherglen, United Kingdom (Remote available)
- **Salary:** £25,500 - £30,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Backup Devices, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Windows Servers, Networking Basics, Remote Service Software, Microsoft SharePoint, TCP/IP, Computer Network Technologies, Software Troubleshooting, Zendesk, Windows Client
- **Published:** October 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=e90c1eb2b48b913f

## About the Role

This role is ideal for someone with commercial IT support experience who is looking to develop their skills across Microsoft 365, Azure, Windows Server and networking technologies in a fast-paced MSP environment., Essential

 * Minimum 1 year experience in an IT support or helpdesk role
 * Experience supporting:

Windows 10/11
Microsoft 365 (Outlook, Teams, SharePoint, Exchange)
Active Directory / user account administration

 * Basic networking knowledge (DNS, DHCP, TCP/IP)
 * Strong troubleshooting and problem-solving skills
 * Excellent communication and customer service skills
 * Ability to manage multiple support tickets effectively

Desirable

 * Experience working for an MSP
 * Exposure to PSA and RMM systems (Autotask, Datto, ConnectWise, Freshdesk, NinjaOne, Halo etc.)
 * Exposure to Azure / Entra ID
 * Experience with Windows Server (2016+)
 * Understanding of backup solutions or endpoint security platforms
 * IT certifications (Microsoft preferrable), * IT support: 1 year (required)
 * Managed Services Provider: 1 year (preferred)

Licence/Certification:

 * Drivers license and access to a car? (preferred)

## Description

* Provide 1st line technical support across Microsoft 365, Windows 10/11, Windows Server and networking environments
 * Diagnose and resolve technical issues relating to hardware, software and connectivity
 * Log, update and manage tickets within the helpdesk system in line with SLAs
 * Communicate effectively with customers via phone, email and remote support tools
 * Escalate more complex issues to senior engineers where appropriate
 * Maintain accurate technical documentation for customer systems
 * Manage and prioritise your own workload effectively
 * Contribute to maintaining high levels of customer satisfaction, Weekend on-call, support for a small subset of customers is shared across the team on a rota basis (9am - 5pm Saturday & Sunday). A driving licence and access to a vehicle is required for participation in the on-call rota.