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# 1st or 2nd Line IT Support Engineer

- **Company:** Hero IT Support
- **Location:** Falmer, United Kingdom
- **Salary:** £28,000 - £34,000
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, VoIP, Cloud Computing, Cyber Security, System Configuration, Dynamic Host Configuration Protocol, Domain Name System (DNS), Virtual Private Networks (VPN), Microsoft Software, Networking Basics, Azure Active Directory, Remote Infrastructure Management, Microsoft SharePoint, Data Logging, Scripting, Internet Protocol Telephony, Firewalls (Computer Science)
- **Published:** October 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=4222f64e110d6749

## About the Role

* 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)

## Description

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).