IT Support Agent - 1st/2nd Line

As a 1st/2nd Line IT Support Agent, you will be a key member of our customer-facing helpdesk team, providing day-to-day technical support to end users across our managed client base. You will handle a broad mix of BAU support requests, contribute to joiner, mover, and leaver (JML) processes, and play an active part in equipment replacement and refresh projects.

You will work across a hybrid Microsoft environment - supporting both on-premises Windows Server and Active Directory alongside Microsoft 365 cloud services. This is a hands-on role with plenty of variety, working across laptops, tablets, iPhones, email platforms, and softphone systems.

Occasional travel to client sites across the UK may be required. All travel and accommodation costs are fully covered by the company.

Responsibilities

• Provide 1st and 2nd line technical support to end users via phone, email, and ticketing system, working to agreed SLAs
• Diagnose and resolve BAU IT issues across hardware, software, connectivity, and applications
• Manage the full JML (Joiner, Mover, Leaver) process - including account creation, access changes, device provisioning, and offboarding tasks
• Support and administer user accounts, groups, and permissions within Active Directory and Microsoft Entra ID
• Administer Microsoft 365 services including Exchange Online, Teams, SharePoint, and OneDrive
• Enforce and maintain strict password security policies and best practices, including MFA configuration and access control
• Support, configure, and troubleshoot Windows 11 laptops and tablets, including builds and deployments
• Configure and support iPhones and other mobile devices using MDM solutions
• Support end users with email platforms and softphone/VoIP systems
• Participate in equipment replacement and hardware refresh projects
• Maintain accurate records, update tickets, and contribute to the internal knowledge base
• Escalate complex issues to senior engineers where appropriate, maintaining clear communication throughout, * CompTIA A+ or CompTIA Network+
• Microsoft Certified: Modern Desktop Administrator Associate (MD-102)
• Microsoft Certified: Azure Fundamentals (AZ-900)

Training & Career Progression

We invest in our people from day one. You will receive structured onboarding, access to vendor-led training, and hands-on exposure to cloud infrastructure and modern workplace technologies as you develop in the role.

Do you have experience in TCP?, We are expanding our helpdesk team and looking for someone who takes pride in delivering excellent customer service, enjoys solving problems, and wants to develop their technical skills in a busy, varied MSP environment., Essential

• Minimum 2 years’ experience in a 1st/2nd line IT support or helpdesk role
• Solid working knowledge of Windows 11 and Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive)
• Hands-on experience with Active Directory - user and group management, OU structure
• Familiarity with hybrid environments running Windows Server alongside Microsoft 365
• Understanding and application of password security policies, MFA, and access control best practices
• Experience configuring and supporting Windows 11 laptops and tablets
• Confident supporting iPhones and mobile devices - setup, MDM enrolment, and basic troubleshooting
• Experience supporting email platforms (Exchange Online or on-premises Exchange)
• Familiarity with softphone or VoIP systems (e.g. Microsoft Teams Calling, 3CX, or similar)
• Proven ability to manage JML processes - account provisioning, access management, and offboarding
• Experience working within SLA-driven, ticket-based environments
• Strong troubleshooting and diagnostic skills with a methodical approach
• Excellent communication skills - clear, professional, and customer-focused

Desirable

• Experience with Microsoft Intune or equivalent MDM platform for device management
• Exposure to Microsoft Azure or cloud infrastructure basics
• Understanding of basic networking - TCP/IP, DNS, DHCP, VPN
• Awareness of cybersecurity fundamentals and endpoint protection

Pulled from the full job description

• Sick pay
• Gym membership
• Free parking
• Company pension
• Private medical insurance
• Casual dress
• Company events, * Competitive salary (depending on experience)
• Private medical insurance
• Company pension scheme
• Gym membership
• Funded training and certifications
• Enhanced sick pay
• Casual dress code
• Free on-site parking
• Regular company events and socials, * Casual dress
• Company pension
• Free parking
• On-site parking
• Private medical insurance
• Sick pay

We are a fast-growing Managed Cloud Services Provider delivering secure, cloud-first IT solutions to businesses across the UK and North America. Our team is collaborative, technically ambitious, and genuinely invested in helping each other grow.