1st / 2nd Line IT Support Engineer

• Diagnose and resolve issues across Microsoft 365, Windows devices, cloud applications, networking, Wi-Fi, hosted telephony and cybersecurity services
• Own support tickets from first contact through resolution and keep customers informed
• Provide technical support for end users and business systems
• Escalate and coordinate complex incidents with third-party vendors and technology partners
• Maintain accurate records of support cases, fixes and customer environments
• Assist with deploying, configuring and supporting routers, firewalls, switches, wireless access points and endpoint devices
• Help provision and administer Microsoft 365 tenants, including onboarding, offboarding, licensing, Exchange Online, SharePoint, Teams and Intune
• Support cloud backup, endpoint protection, email security and business continuity solutions
• Assist with device rollouts, configuration, patching and customer IT asset lifecycles
• Assist with hosted VoIP and unified communications solutions
• Support Microsoft 365 migrations, cloud adoption, infrastructure upgrades and network deployments
• Help customers adopt modern workplace technologies and recommended practices
• Contribute to new managed services and cloud solutions
• Identify opportunities for automation, stronger security and more efficient customer environments

• Proven experience in a Managed Service Provider (MSP) environment, supporting multiple customers and a broad technology stack
• Comfortable using ticketing systems, working to SLAs, and balancing competing priorities
• Hands-on experience supporting and administering Microsoft 365, including Exchange Online, Teams, SharePoint, OneDrive and Microsoft Entra ID
• Willingness to deepen Microsoft 365 expertise
• Microsoft Intune, device management and modern workplace experience highly desirable
• Good working understanding of TCP/IP, DNS, DHCP, routing, switching, VPNs and wireless networking
• Hands-on exposure to business networking equipment such as Ubiquiti, DrayTek, Zyxel, Cisco, Fortinet, or similar platforms
• Experience with endpoint security, multi-factor authentication, email security, patch management, and backup solutions
• Understanding of cybersecurity best practices for small and medium-sized businesses
• Exposure to hosted VoIP, SIP, Teams Phone or other cloud-based telephony solutions advantageous
• Excellent written and verbal communication skills
• Ability to work independently while contributing positively to a small, collaborative team

• Company laptop and mobile phone
• Ongoing training and professional development
• Exposure to varied technologies, cloud platforms and customer environments
• Supportive, close-knit team with limited bureaucracy and genuine input into how services develop
• Career progression as the managed services portfolio continues to expand
• Flexibility shaped around customer and project requirements