We re an evolving MSP in the South West and need someone who already understands how a good MSP should operate. This role combines 2nd line support, field engineering, and direct client interaction across both business and residential customers. We need somebody who is confident handling escalations and will take responsibility for technical issues end to end. You ll build real relationships, solve real problems, and see the direct impact of your work. If you re currently in an MSP and want more autonomy, more variety, and real influence over how we evolve our MSP business, this is your opportunity to step up. What You ll Be Doing This is a hands-on IT Support role combining remote support with on-site engineering. Owning and resolving issues / escalated service desk tickets Diagnosing and troubleshooting a wide variety of technical issues Visiting client sites for installations, upgrades, and advanced fault-finding Working directly with customers in their homes and businesses Managing and supporting Microsoft 365 environments (Azure AD, Intune, security, licensing) Supporting Windows and macOS environments Installing, configuring, and troubleshooting networks (routers, switches, WiFi, VPNs) Deploying and supporting Ubiquiti UniFi solutions Carrying out proactive MSP tasks (patching, monitoring, maintenance via RMM tools) Working to and managing SLAs, ticket quality, and prioritisation Maintaining documentation and contributing to service improvement Applying a security-first mindset aligned to Cyber Essentials standards What We re Looking For In You Proven experience as a Level 2 IT Support Engineer / 2nd Line Engineer within an MSP Confident handling escalations and more complex technical issues Strong experience with ticketing systems, SLAs, and prioritisation Solid Microsoft 365 stack (Azure AD / Entra ID, Intune, Exchange Online) Strong knowledge of Windows, macOS, and networking fundamentals Experience with Ubiquiti UniFi (desirable) Strong troubleshooting and analytical skills Confident, professional communicator with customers (technical & non-technical) A cyber security-first mindset Full UK driving licence What You ll Get Company van or mileage paid if you prefer to use own vehicle 29 days holiday (including bank holidays) Pension scheme A genuinely varied role (desk + field) Training and certification support Exposure to modern MSP tools, systems, and security practices All equipment, tools, and branded kit provided A small, experienced, and supportive team where your input matters Interested? Apply today Pivotal Recruit, a brand of Pivotal Partnerships Ltd, is acting as an Employment Agency and advertising for this vacancy on behalf of their client.
Jun 30, 2026
Full time
We re an evolving MSP in the South West and need someone who already understands how a good MSP should operate. This role combines 2nd line support, field engineering, and direct client interaction across both business and residential customers. We need somebody who is confident handling escalations and will take responsibility for technical issues end to end. You ll build real relationships, solve real problems, and see the direct impact of your work. If you re currently in an MSP and want more autonomy, more variety, and real influence over how we evolve our MSP business, this is your opportunity to step up. What You ll Be Doing This is a hands-on IT Support role combining remote support with on-site engineering. Owning and resolving issues / escalated service desk tickets Diagnosing and troubleshooting a wide variety of technical issues Visiting client sites for installations, upgrades, and advanced fault-finding Working directly with customers in their homes and businesses Managing and supporting Microsoft 365 environments (Azure AD, Intune, security, licensing) Supporting Windows and macOS environments Installing, configuring, and troubleshooting networks (routers, switches, WiFi, VPNs) Deploying and supporting Ubiquiti UniFi solutions Carrying out proactive MSP tasks (patching, monitoring, maintenance via RMM tools) Working to and managing SLAs, ticket quality, and prioritisation Maintaining documentation and contributing to service improvement Applying a security-first mindset aligned to Cyber Essentials standards What We re Looking For In You Proven experience as a Level 2 IT Support Engineer / 2nd Line Engineer within an MSP Confident handling escalations and more complex technical issues Strong experience with ticketing systems, SLAs, and prioritisation Solid Microsoft 365 stack (Azure AD / Entra ID, Intune, Exchange Online) Strong knowledge of Windows, macOS, and networking fundamentals Experience with Ubiquiti UniFi (desirable) Strong troubleshooting and analytical skills Confident, professional communicator with customers (technical & non-technical) A cyber security-first mindset Full UK driving licence What You ll Get Company van or mileage paid if you prefer to use own vehicle 29 days holiday (including bank holidays) Pension scheme A genuinely varied role (desk + field) Training and certification support Exposure to modern MSP tools, systems, and security practices All equipment, tools, and branded kit provided A small, experienced, and supportive team where your input matters Interested? Apply today Pivotal Recruit, a brand of Pivotal Partnerships Ltd, is acting as an Employment Agency and advertising for this vacancy on behalf of their client.
1st Line IT Support Analyst Location: Camberley (Office-based) Job Type: Permanent Salary: 28,000 - 30,000 + Excellent Benefits Kick-start or develop your IT support career We're looking for a customer-focused 1st Line IT Support Analyst to join a growing Managed Services team supporting a diverse portfolio of business customers across the UK. This is an excellent opportunity for someone with previous IT support experience who enjoys solving technical issues, delivering outstanding customer service and developing their technical skills within a collaborative, fast-paced environment. You'll be the first point of contact for customers, resolving a wide range of IT issues while working closely with experienced 2nd and 3rd Line Engineers. If you're passionate about technology, enjoy learning, and want to build a long-term career in IT, we'd love to hear from you. Your responsibilities will include: Acting as the first point of contact for IT support queries via phone, email and service desk. Logging, categorising and prioritising incidents using the ticketing system. Troubleshooting hardware, software, Microsoft 365 and networking issues. Resolving common support requests including password resets, user account administration and software installations. Escalating more complex issues to specialist support teams with clear documentation. Monitoring alerts and proactively identifying potential issues before they impact customers. Keeping customers informed throughout the lifecycle of their support requests. Maintaining accurate documentation and contributing to the knowledge base. Working to agreed Service Level Agreements (SLAs) while delivering an exceptional customer experience. Collaborating with colleagues across the wider IT support function to achieve successful outcomes. About you - You'll ideally have: Previous experience in a 1st Line IT Support or Service Desk role. Good knowledge of Windows and/or macOS operating systems. Experience supporting Microsoft technologies including Azure, Intune and Microsoft Defender. Familiarity with Active Directory and user administration. Experience using ITSM or ticketing platforms such as ServiceNow, Jira or similar. Understanding of networking fundamentals including TCP/IP, DNS and DHCP. Experience supporting Microsoft Outlook, Exchange and Microsoft 365 applications. Excellent communication and customer service skills. Strong problem-solving abilities with good attention to detail. A willingness to learn, develop and work as part of a supportive team. Benefits include: Generous annual leave Birthday day off Company pension with employer contribution Private health and dental support Employee Assistance Programme Life assurance Employee discounts platform Cycle to Work scheme Team incentives and recognition programmes Paid volunteering day Thank you for taking the time to apply to OPR Resourcing Specialists. If your application is successful you will be contacted within 7 days. We apologise but due to the high volume of applications we receive we are unable to provide feedback on individual CV's. Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered. Please note that by applying for the above job it will be understood that you accept our Terms of Business and Privacy Policy which can be found on our website on the page "Find A Job".
Jun 30, 2026
Full time
1st Line IT Support Analyst Location: Camberley (Office-based) Job Type: Permanent Salary: 28,000 - 30,000 + Excellent Benefits Kick-start or develop your IT support career We're looking for a customer-focused 1st Line IT Support Analyst to join a growing Managed Services team supporting a diverse portfolio of business customers across the UK. This is an excellent opportunity for someone with previous IT support experience who enjoys solving technical issues, delivering outstanding customer service and developing their technical skills within a collaborative, fast-paced environment. You'll be the first point of contact for customers, resolving a wide range of IT issues while working closely with experienced 2nd and 3rd Line Engineers. If you're passionate about technology, enjoy learning, and want to build a long-term career in IT, we'd love to hear from you. Your responsibilities will include: Acting as the first point of contact for IT support queries via phone, email and service desk. Logging, categorising and prioritising incidents using the ticketing system. Troubleshooting hardware, software, Microsoft 365 and networking issues. Resolving common support requests including password resets, user account administration and software installations. Escalating more complex issues to specialist support teams with clear documentation. Monitoring alerts and proactively identifying potential issues before they impact customers. Keeping customers informed throughout the lifecycle of their support requests. Maintaining accurate documentation and contributing to the knowledge base. Working to agreed Service Level Agreements (SLAs) while delivering an exceptional customer experience. Collaborating with colleagues across the wider IT support function to achieve successful outcomes. About you - You'll ideally have: Previous experience in a 1st Line IT Support or Service Desk role. Good knowledge of Windows and/or macOS operating systems. Experience supporting Microsoft technologies including Azure, Intune and Microsoft Defender. Familiarity with Active Directory and user administration. Experience using ITSM or ticketing platforms such as ServiceNow, Jira or similar. Understanding of networking fundamentals including TCP/IP, DNS and DHCP. Experience supporting Microsoft Outlook, Exchange and Microsoft 365 applications. Excellent communication and customer service skills. Strong problem-solving abilities with good attention to detail. A willingness to learn, develop and work as part of a supportive team. Benefits include: Generous annual leave Birthday day off Company pension with employer contribution Private health and dental support Employee Assistance Programme Life assurance Employee discounts platform Cycle to Work scheme Team incentives and recognition programmes Paid volunteering day Thank you for taking the time to apply to OPR Resourcing Specialists. If your application is successful you will be contacted within 7 days. We apologise but due to the high volume of applications we receive we are unable to provide feedback on individual CV's. Regrettably, we are unable to offer Right to Work Sponsorship. If you do not currently have the Right to Work in the UK or will need additional support to extend your current Right to Work status, your application cannot be considered. Please note that by applying for the above job it will be understood that you accept our Terms of Business and Privacy Policy which can be found on our website on the page "Find A Job".
We're working with an innovative technology organisation in Edinburgh that's developing cutting-edge products with a real-world impact. As the company continues to grow, they're looking to hire their first dedicated IT Support Engineer (fully onsite in Edinburgh) . They're looking for someone who'll become the go-to person for IT Support across the business and play a key role in building and improving their internal technology function. This isn't a role where you'll simply be resetting passwords and closing tickets. You'll have ownership from day one, working closely with employees across the business, managing relationships with external IT providers, and helping introduce new technologies, automation and AI-powered tools that improve the way people work. If you enjoy variety, autonomy and the opportunity to make a visible impact, this could be the perfect next step. What you'll be doing Providing 2nd/3rd line support to users across the business Supporting Windows and Apple devices, peripherals, AV equipment and meeting room technology Administering Microsoft 365, including Exchange Online, Teams, SharePoint Online and OneDrive Managing user accounts, permissions and onboarding/offboarding through Entra ID (Azure AD) Supporting networking, VPNs and remote access technologies Working alongside external IT partners to ensure a secure and reliable IT environment Assisting with cybersecurity, endpoint management, patching and vulnerability management Contributing to IT projects, system improvements and automation initiatives You'll ideally have most of the following Microsoft 365 administration (including SharePoint Online) Windows desktop support and end-user computing Entra ID / Azure AD administration Networking fundamentals, VPNs and remote connectivity Endpoint management and modern workplace technologies Experience with VMware, Cisco or Meraki (desirable but not essential) Why apply? This is an opportunity to step into a role with genuine ownership from day one. As the company's first dedicated IT Support Engineer, you'll have the chance to shape how IT is delivered across the business rather than simply supporting an established environment. You'll work with modern cloud technologies, get involved in projects spanning infrastructure, cybersecurity and automation, and play a key role in introducing new AI-enabled workplace tools that improve the way people work. What's on offer? They are offering a salary between 37-42k alongside a range of benefits including a matched pension up to 8% . The role is fully onsite in their central Edinburgh office that is easily commutable and has great transport links. If you're an IT Support Engineer looking for a role where you can take ownership, work with modern technologies and genuinely influence the direction of an IT function, this is an opportunity you won't want to miss. Apply now or get in touch with Matt MacAlpine at Cathcart Technology for a confidential chat. Cathcart Technology is acting as an Employment Agency in relation to this vacancy.
Jun 29, 2026
Full time
We're working with an innovative technology organisation in Edinburgh that's developing cutting-edge products with a real-world impact. As the company continues to grow, they're looking to hire their first dedicated IT Support Engineer (fully onsite in Edinburgh) . They're looking for someone who'll become the go-to person for IT Support across the business and play a key role in building and improving their internal technology function. This isn't a role where you'll simply be resetting passwords and closing tickets. You'll have ownership from day one, working closely with employees across the business, managing relationships with external IT providers, and helping introduce new technologies, automation and AI-powered tools that improve the way people work. If you enjoy variety, autonomy and the opportunity to make a visible impact, this could be the perfect next step. What you'll be doing Providing 2nd/3rd line support to users across the business Supporting Windows and Apple devices, peripherals, AV equipment and meeting room technology Administering Microsoft 365, including Exchange Online, Teams, SharePoint Online and OneDrive Managing user accounts, permissions and onboarding/offboarding through Entra ID (Azure AD) Supporting networking, VPNs and remote access technologies Working alongside external IT partners to ensure a secure and reliable IT environment Assisting with cybersecurity, endpoint management, patching and vulnerability management Contributing to IT projects, system improvements and automation initiatives You'll ideally have most of the following Microsoft 365 administration (including SharePoint Online) Windows desktop support and end-user computing Entra ID / Azure AD administration Networking fundamentals, VPNs and remote connectivity Endpoint management and modern workplace technologies Experience with VMware, Cisco or Meraki (desirable but not essential) Why apply? This is an opportunity to step into a role with genuine ownership from day one. As the company's first dedicated IT Support Engineer, you'll have the chance to shape how IT is delivered across the business rather than simply supporting an established environment. You'll work with modern cloud technologies, get involved in projects spanning infrastructure, cybersecurity and automation, and play a key role in introducing new AI-enabled workplace tools that improve the way people work. What's on offer? They are offering a salary between 37-42k alongside a range of benefits including a matched pension up to 8% . The role is fully onsite in their central Edinburgh office that is easily commutable and has great transport links. If you're an IT Support Engineer looking for a role where you can take ownership, work with modern technologies and genuinely influence the direction of an IT function, this is an opportunity you won't want to miss. Apply now or get in touch with Matt MacAlpine at Cathcart Technology for a confidential chat. Cathcart Technology is acting as an Employment Agency in relation to this vacancy.
Position: 2nd Line Engineer Location: Abingdon Salary: 37k Benefits 25+ Days Holiday and rising (plus bank holidays) Flexible working (WFH incentives) Bupa Cash Plan Electric Vehicle Scheme Cycle Scheme Discounted Gym Membership Paid Charity Day Car Parking Work for one of the UK's leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. They were also ranked as the Technology Company to Work For in the UK, reflecting culture, our people, and our commitment to being an employer of choice. Primary Purpose: The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion. Key Responsibilities Being the first point of contact for all incoming support calls, emails, and sessions - when necessary Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers Ensuring all forms of support call are logged in the system and the client is kept updated Manage incidents and request tickets ensuring established SLAs are met Providing support to our clients Help the Tier 2 Manager with continued business improvements Provide support to the apprentice, and Tier 1 engineers Manage/Maintain all escalations from the apprentice, and Tier 1 engineers Communicate daily to clients with open tickets Managing the client's expectations with ongoing tickets Ensure all client related problems are logged correctly Inform the Tier 2 Manager of any tickets requiring escalations Working with client's 3rd party suppliers and vendors when appropriate Adhere to all company policies and procedures Ensuring that all role related KPI's are met Logging, managing, and resolving client IT issues Maintain and improve cloud infrastructure Composing Requests for Change Manage all client on/offboarding's, ensuring all tasks are complete Maintain all client documentation ensuring it is relevant Undertake any other reasonable duties as required to meet the needs of the business Person Specification: Minimum: Excellent knowledge in Windows 11 installation and configuration Excellent knowledge with MacOS installation and configuration Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025 Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc 2+ years' experience working with medium-large businesses Excellent knowledge of user & group management (on-premises/Entra) Excellent knowledge of scripting and RPA automations Ability to learn on your feet Strong communication skills Excellent troubleshooting and problem resolution skills Excellent customer experience Positive attitude to work Strive to continuous improvement Able to work independently under pressure Minimum of 3 years' IT experience in a corporate or services environment Driving license and own transport Ability to obtain DBS certificate Desirable: Sophos Central/XG Firewall Certifications (Engineer or Architect) Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications Apple Certified Support Certifications Comptia A+ Wireless management - Ubiquiti, Meraki, etc Group policy/Intune policy management - deployment or management INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
Jun 27, 2026
Full time
Position: 2nd Line Engineer Location: Abingdon Salary: 37k Benefits 25+ Days Holiday and rising (plus bank holidays) Flexible working (WFH incentives) Bupa Cash Plan Electric Vehicle Scheme Cycle Scheme Discounted Gym Membership Paid Charity Day Car Parking Work for one of the UK's leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies, a nationally respected benchmark for employee engagement and workplace excellence. They were also ranked as the Technology Company to Work For in the UK, reflecting culture, our people, and our commitment to being an employer of choice. Primary Purpose: The Tier 2 team are tasked with supporting, investigating, and resolving our MSP client's IT-related systems and making sure all issues are dealt with in a timely fashion. Key Responsibilities Being the first point of contact for all incoming support calls, emails, and sessions - when necessary Being an escalation point for all escalations coming from apprentice, and Tier 1 engineers Ensuring all forms of support call are logged in the system and the client is kept updated Manage incidents and request tickets ensuring established SLAs are met Providing support to our clients Help the Tier 2 Manager with continued business improvements Provide support to the apprentice, and Tier 1 engineers Manage/Maintain all escalations from the apprentice, and Tier 1 engineers Communicate daily to clients with open tickets Managing the client's expectations with ongoing tickets Ensure all client related problems are logged correctly Inform the Tier 2 Manager of any tickets requiring escalations Working with client's 3rd party suppliers and vendors when appropriate Adhere to all company policies and procedures Ensuring that all role related KPI's are met Logging, managing, and resolving client IT issues Maintain and improve cloud infrastructure Composing Requests for Change Manage all client on/offboarding's, ensuring all tasks are complete Maintain all client documentation ensuring it is relevant Undertake any other reasonable duties as required to meet the needs of the business Person Specification: Minimum: Excellent knowledge in Windows 11 installation and configuration Excellent knowledge with MacOS installation and configuration Excellent knowledge with Microsoft 365 administrative suite - Intune/SharePoint/Teams/Exchange/Entra ID etc Exposure to Email filter technologies - Mimecast/Barracuda/Sophos Email Gateway Exposure to Microsoft Server OS and server roles - 2016/2019/2022/2025 Exposure and troubleshooting knowledge with networking related items - firewalls/switches/wireless etc 2+ years' experience working with medium-large businesses Excellent knowledge of user & group management (on-premises/Entra) Excellent knowledge of scripting and RPA automations Ability to learn on your feet Strong communication skills Excellent troubleshooting and problem resolution skills Excellent customer experience Positive attitude to work Strive to continuous improvement Able to work independently under pressure Minimum of 3 years' IT experience in a corporate or services environment Driving license and own transport Ability to obtain DBS certificate Desirable: Sophos Central/XG Firewall Certifications (Engineer or Architect) Microsoft MS-102, MD-102, MS-700, AZ-900 Certifications Apple Certified Support Certifications Comptia A+ Wireless management - Ubiquiti, Meraki, etc Group policy/Intune policy management - deployment or management INDIT Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer. By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information. Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application. Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.
IT Support Engineer - Gloucester Salary - DOE An exciting opportunity has arisen for an IT Support Engineer to join a rapidly growing advanced manufacturing business. This is a varied, hands-on role where you'll act as the primary IT support contact, providing 1st and 2nd line support while assisting with wider IT operations, infrastructure, systems administration and technology projects. You'll be responsible for supporting end users, managing Microsoft 365 environments, configuring hardware and software, maintaining IT systems, assisting with onboarding/offboarding, and contributing to security and continuous improvement initiatives. The role offers excellent autonomy, exposure to a broad range of technologies, and genuine opportunities to develop into infrastructure, cybersecurity and project delivery. Key Skills & Experience Proven experience in an IT Support Engineer or similar IT support role. Strong knowledge of Windows 11 and Microsoft 365. Experience with Active Directory, Microsoft Entra ID, Exchange Online and Group Policy. Knowledge of Microsoft Intune or other endpoint management platforms. Understanding of networking fundamentals including TCP/IP, DNS, DHCP, switching and wireless connectivity. Experience supporting Windows, macOS, iOS and mobile devices. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Experience supporting meeting room technology, AV equipment and telephony solutions. Ability to work independently and manage multiple priorities. Full UK driving licence. This role would suit a proactive IT professional who enjoys working in a fast-paced environment, taking ownership of technical support, and contributing to the growth and improvement of the IT function.
Jun 23, 2026
Full time
IT Support Engineer - Gloucester Salary - DOE An exciting opportunity has arisen for an IT Support Engineer to join a rapidly growing advanced manufacturing business. This is a varied, hands-on role where you'll act as the primary IT support contact, providing 1st and 2nd line support while assisting with wider IT operations, infrastructure, systems administration and technology projects. You'll be responsible for supporting end users, managing Microsoft 365 environments, configuring hardware and software, maintaining IT systems, assisting with onboarding/offboarding, and contributing to security and continuous improvement initiatives. The role offers excellent autonomy, exposure to a broad range of technologies, and genuine opportunities to develop into infrastructure, cybersecurity and project delivery. Key Skills & Experience Proven experience in an IT Support Engineer or similar IT support role. Strong knowledge of Windows 11 and Microsoft 365. Experience with Active Directory, Microsoft Entra ID, Exchange Online and Group Policy. Knowledge of Microsoft Intune or other endpoint management platforms. Understanding of networking fundamentals including TCP/IP, DNS, DHCP, switching and wireless connectivity. Experience supporting Windows, macOS, iOS and mobile devices. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills. Experience supporting meeting room technology, AV equipment and telephony solutions. Ability to work independently and manage multiple priorities. Full UK driving licence. This role would suit a proactive IT professional who enjoys working in a fast-paced environment, taking ownership of technical support, and contributing to the growth and improvement of the IT function.
The Job: We're delighted to be assisting our client with their need for a 2nd Line Support Engineer to join their growing IT team. Supporting their service desk where their Service Desk Engineers are the first contact point for their clients when reporting and resolving service incidents and requests. Their Service Desk team deliver excellent customer service to their customers. You will be able to continuously grow and develop your skills and certifications working alongside their clients and as their business grows. Responsibilities will include: Provide one touch close troubleshooting on initial ticket logging Call handling and troubleshooting via telephone and remote support software Logging of changes and troubleshooting steps taken using CRM system Accurate time logging and updating tickets Adhering to standard operating processes Updating documentation in line with best practice and SOPs Providing a high level of customer service to all clients Liaising with 3rd party software vendors Determine root causes and implement short/ long term fixes where appropriate Work toward achieving team and company KPIs The Person: For this role, our client is seeking someone with experience of working for a MSP with 2 years IT experience and great people skills. Other skills and experience they are seeking include: Windows Desktop and Server operating systems experience Microsoft 365 administration experience Office Desktop software experience Anti-Virus troubleshooting experience Desktop, Laptop & Printer troubleshooting experience Broadband line diagnosis operational understanding Networking and Wi-Fi Operational understanding Mac/Linux operational understanding Operational knowledge of Active Directory A problem solver It would be lovely if you have gained qualifications such as CompTIA-A+, Microsoft Certifications, BTEC Lvl. 4 in Computing or similar field The Salary: £26-32,000 depending on experience The Hours: Monday - Friday 9am - 5.30pm The Location: Bristol - Hybrid working (3 days in the office) The Benefits: Free Microsoft training and certifications with ongoing professional development, 24 days holiday + Bank Holidays which increase with experience, Car Parking, Pension
Oct 06, 2025
Full time
The Job: We're delighted to be assisting our client with their need for a 2nd Line Support Engineer to join their growing IT team. Supporting their service desk where their Service Desk Engineers are the first contact point for their clients when reporting and resolving service incidents and requests. Their Service Desk team deliver excellent customer service to their customers. You will be able to continuously grow and develop your skills and certifications working alongside their clients and as their business grows. Responsibilities will include: Provide one touch close troubleshooting on initial ticket logging Call handling and troubleshooting via telephone and remote support software Logging of changes and troubleshooting steps taken using CRM system Accurate time logging and updating tickets Adhering to standard operating processes Updating documentation in line with best practice and SOPs Providing a high level of customer service to all clients Liaising with 3rd party software vendors Determine root causes and implement short/ long term fixes where appropriate Work toward achieving team and company KPIs The Person: For this role, our client is seeking someone with experience of working for a MSP with 2 years IT experience and great people skills. Other skills and experience they are seeking include: Windows Desktop and Server operating systems experience Microsoft 365 administration experience Office Desktop software experience Anti-Virus troubleshooting experience Desktop, Laptop & Printer troubleshooting experience Broadband line diagnosis operational understanding Networking and Wi-Fi Operational understanding Mac/Linux operational understanding Operational knowledge of Active Directory A problem solver It would be lovely if you have gained qualifications such as CompTIA-A+, Microsoft Certifications, BTEC Lvl. 4 in Computing or similar field The Salary: £26-32,000 depending on experience The Hours: Monday - Friday 9am - 5.30pm The Location: Bristol - Hybrid working (3 days in the office) The Benefits: Free Microsoft training and certifications with ongoing professional development, 24 days holiday + Bank Holidays which increase with experience, Car Parking, Pension
If you are an experienced Desktop Support Engineer with strong Mac experience we have a 2nd line role, we would like to discuss with you. We are seeking a highly skilled Desktop Engineer with strong Mac experience to join our Service Desk team. This role will suit someone who enjoys a hands-on, customer-facing position, supporting colleagues across the business both in person and remotely. You will play a key role in ensuring users have the tools and systems they need to work effectively, with a focus on Apple Mac device management and support. This is a 2nd line, office-based role providing a mix of face-to-face support via our walk-up Techbase (Genius Bar style) and remote assistance for colleagues across multiple time zones. Key Responsibilities Provide 2nd line desktop support for Mac and Windows users across the organisation. Act as a subject matter expert for Apple Mac environments, including setup, troubleshooting, patching, and application support. Use Jamf for Mac management and SCCM/Intune for Windows environments. Deliver face-to-face technical support through our Techbase, ensuring a high-quality, customer-first experience. Support meeting room technology (AVI), including video conferencing and presentations. Provide remote support using tools such as Bomgar (experience with other platforms acceptable). Manage tickets effectively through ServiceNow, following ITIL-aligned processes. Maintain and troubleshoot network connectivity, Active Directory, and Azure AD accounts. Provide administration and support for applications including Microsoft 365, Adobe Suite, and OKTA SSO. Support mobile devices, telephony, and collaboration tools. Contribute to knowledge base documentation and continuous improvement of IT support processes. Skills & Experience Required 3+ years' experience in a desktop support or 2nd line IT role. Proven experience supporting Apple Mac environments in a corporate setting. Solid technical proficiency with : Jamf Pro (Apple device management) SCCM/Intune (Windows endpoint management) Microsoft 365 suite Adobe Creative Suite Active Directory & Azure AD OKTA SSO and MFA solutions Networking fundamentals (TCP/IP, Wi-Fi, VPNs) ServiceNow (or similar ITSM tool) Experience working across multiple time zones. Strong understanding of ITIL practices and service management principles. Excellent communication skills, with the ability to explain technical issues clearly to non-technical users. Relevant technical certifications (Apple, Microsoft, ITIL, Jamf) or equivalent experience.
Oct 02, 2025
Full time
If you are an experienced Desktop Support Engineer with strong Mac experience we have a 2nd line role, we would like to discuss with you. We are seeking a highly skilled Desktop Engineer with strong Mac experience to join our Service Desk team. This role will suit someone who enjoys a hands-on, customer-facing position, supporting colleagues across the business both in person and remotely. You will play a key role in ensuring users have the tools and systems they need to work effectively, with a focus on Apple Mac device management and support. This is a 2nd line, office-based role providing a mix of face-to-face support via our walk-up Techbase (Genius Bar style) and remote assistance for colleagues across multiple time zones. Key Responsibilities Provide 2nd line desktop support for Mac and Windows users across the organisation. Act as a subject matter expert for Apple Mac environments, including setup, troubleshooting, patching, and application support. Use Jamf for Mac management and SCCM/Intune for Windows environments. Deliver face-to-face technical support through our Techbase, ensuring a high-quality, customer-first experience. Support meeting room technology (AVI), including video conferencing and presentations. Provide remote support using tools such as Bomgar (experience with other platforms acceptable). Manage tickets effectively through ServiceNow, following ITIL-aligned processes. Maintain and troubleshoot network connectivity, Active Directory, and Azure AD accounts. Provide administration and support for applications including Microsoft 365, Adobe Suite, and OKTA SSO. Support mobile devices, telephony, and collaboration tools. Contribute to knowledge base documentation and continuous improvement of IT support processes. Skills & Experience Required 3+ years' experience in a desktop support or 2nd line IT role. Proven experience supporting Apple Mac environments in a corporate setting. Solid technical proficiency with : Jamf Pro (Apple device management) SCCM/Intune (Windows endpoint management) Microsoft 365 suite Adobe Creative Suite Active Directory & Azure AD OKTA SSO and MFA solutions Networking fundamentals (TCP/IP, Wi-Fi, VPNs) ServiceNow (or similar ITSM tool) Experience working across multiple time zones. Strong understanding of ITIL practices and service management principles. Excellent communication skills, with the ability to explain technical issues clearly to non-technical users. Relevant technical certifications (Apple, Microsoft, ITIL, Jamf) or equivalent experience.
