1st or 2nd Line IT Support Engineer

We’re Hero IT Support, a modern, ambitious, and friendly MSP based in Brighton. We deliver expert IT support, cybersecurity, cloud, connectivity, and VoIP solutions to small businesses across Sussex and the UK.

As one of an eight-person team, you’ll have real influence and responsibility from day one, get far broader experience than at a large helpdesk, and progress faster. Our team is passionate about solving real-world IT problems and building long-lasting client relationships. We’re not a faceless helpdesk. We’re people-first, with a bias toward action and ownership, and we like a laugh and genuinely enjoy working together.

What You’ll Be Doing

You’ll join our core technical team delivering support to our business clients, both remotely and on-site. This is a hands-on, client-facing role, ideal for someone who thrives in a fast-moving MSP environment.

Your day-to-day will include:

• Troubleshooting and resolving escalated helpdesk tickets (remote and phone).
• Supporting Microsoft 365 environments including Exchange, SharePoint, OneDrive and Teams.
• Administering Active Directory and Microsoft Entra ID (Azure AD).
• Deploying and maintaining client systems (laptops, desktops, servers, firewalls, switches).
• Configuring and supporting VoIP systems (e.g. 3CX, Gamma).
• Assisting with server/email migrations, SharePoint builds, VPNs, and cloud backups.
• Performing proactive maintenance checks to reduce client downtime.
• Logging all support actions in ConnectWise for team visibility and documentation.
• Providing clear, friendly support to clients of all technical backgrounds.
• Mentoring junior engineers and contributing to the internal knowledge base.
• Visiting client sites across Sussex for proactive and emergency support (vehicle required).

• Minimum 1 year in a support role (2+ for Tier 2)., ideally at an MSP
• Strong Microsoft 365 skills (Exchange, Teams, SharePoint)
• Solid Active Directory and Entra AD administration
• Networking fundamentals: DHCP, DNS, firewall/VPN configuration
• Excellent customer service and communication skills
• Experience with IT industry systems for ticketing and remote management
• Self-driven and comfortable with independent problem-solving
• Full UK driving licence and own vehicle

Bonus Skills (Nice to Have):

• VoIP experience (e.g., 3CX, Gamma Horizon)
• Experience with RMM tools like Connectwise RMM / Platform
• Experience with PSA tools like ConnectWise BMS / Platform
• Scripting or Automation mindset
• CCTV setup/configuration experience
• Certifications (e.g., Microsoft, CompTIA, ITIL), * Business/MSP IT Support: 1 year (preferred)

Language:

• friendly, clear, technical, and fluent English (required)

Licence/Certification:

• UK driving licence and car (required)

• £28,000 - £34,000 salary (DOE)
• Flexible work setup with relaxed dress code
• On-site parking and mileage for client visits
• £15/week ASDA shop for team lunches and snacks
• Funded certifications and personal development time
• Regular socials, team outings, and recognition bonuses
• Referral and sales commission opportunities
• Clear career progression toward Tier 3 / Advanced Skills

Ready to be the next Hero? We can’t wait to meet you.

Job Types: Full-time, Permanent

Pay: £28,000.00-£34,000.00 per year

Benefits:

• Casual dress
• Company events
• Discounted or free food
• Free parking
• Health & wellbeing programme
• On-site gym
• On-site parking