Managed Services IT Engineer

• Act as the first point of contact for users experiencing technical issues.
• Log, prioritise and manage support tickets through a PSA platform.
• Provide technical support across Microsoft 365, Azure and Intune environments.
• Monitor and remediate issues using Remote Monitoring & Management (RMM) tools.
• Troubleshoot networking issues including LAN, WAN, Wi-Fi, VPN, DNS and DHCP.
• Support multiple client environments within a Managed Services Provider (MSP).
• Maintain accurate technical documentation and knowledge base articles.
• Assist with onboarding new clients and deploying IT solutions.
• Work closely with 2nd and 3rd Line Engineers to resolve more complex incidents.
• Identify recurring issues and contribute to continual service improvement.
• Deliver outstanding customer service while keeping clients informed throughout the support process.
• Escalate incidents appropriately to ensure SLA compliance.

You'll work closely with technical specialists, service delivery teams and customers to provide a responsive, professional support experience while helping maintain high service standards.

This is an excellent opportunity for an experienced 1st Line Engineer with MSP experience to join a collaborative environment where you'll support a diverse client base while developing your technical expertise across Microsoft cloud technologies, networking and endpoint management., Essential

• Minimum of 2 years' experience working within an MSP environment.
• Strong knowledge of Microsoft 365, Azure and Intune.
• Experience using ConnectWise or similar PSA platforms.
• Experience with RMM tools.
• Networking knowledge including TCP/IP, VLANs and VPNs.
• Experience maintaining documentation within IT Glue or similar platforms.
• Excellent troubleshooting and customer service skills.
• Strong communication and organisational abilities.
• Ability to manage multiple priorities in a fast-paced support environment.

Desirable

• Microsoft certifications including AZ-900 and MS-900.
• CompTIA A+ certification.
• macOS support experience.
• Experience producing technical documentation.
• Knowledge of CRM or ERP platforms such as Oracle or Salesforce.
• Degree or equivalent commercial experience.
• A genuine passion for technology and continuous learning.

The ideal candidate will be proactive, customer-focused and eager to develop their technical skills within a supportive and collaborative MSP environment.

• Competitive salary with performance-related bonus.
• Ongoing training and fully supported certification pathways.
• Clear career progression opportunities.
• Flexible working options where business needs allow.
• Private healthcare, life assurance and income protection.
• Employee share scheme.
• Pension scheme.
• 25 days' annual leave plus bank holidays, increasing with service.
• Mental health support.
• Cycle to Work scheme.
• Gym membership discounts.
• Travel loan and additional employee wellbeing benefits.

Our client, a leading provider of managed IT and technology services, is looking for a Managed Services IT Engineer to join its growing support team in Bristol.