1st Line Support Engineer

Role overview:
We are a fast-growing value-added managed service provider with a strong history in the ISP marketplace. We are looking for a Level 1 SD Agent with 360 skills in an MSP and multiple client set-up. This role will suit someone who is both ambitious and self-motivated in a very fast-paced environment. The successful candidate will take ownership of incoming issues from the Service Desk and work closely alongside other teams. This is a client-focused role that involves site visits, so we are seeking an individual with great commercial acumen and social skills. We are interested in individuals with a passion for technology and the desire to develop their own skillset.

Key responsibilities:
The role requires previous experience working with an MSP or ISP. You should have a working knowledge of Windows Server, including Active Directory, Group Policies, DNS, DHCP troubleshooting and administration. Experience with Microsoft Exchange or Exchange Online is important, as is a solid understanding of Microsoft Office 365, both in standalone and Azure Sync environments. You should be confident working with Remote Desktop Servers, providing desktop support across Windows, Mac, and RDS Farms, and familiar with networking protocols such as TCP/IP. Strong communication skills are essential, along with the ability to manage technical issues effectively under pressure. Previous experience as a support engineer in a service environment, particularly with SMEs, and familiarity with the tech or ISP sectors will be highly beneficial.

Desired skills:
Knowledge of CRM or ERP systems, such as Oracle or Salesforce, would be an advantage.

The right candidate:
The successful candidate will handle incoming calls and provide 1st Line support both remotely and face-to-face. They will also be responsible for delivering internal IT support when needed, managing helpdesk tickets, and handling incident management. The role involves troubleshooting and diagnosing issues on PCs, firewalls, and servers, as well as performing daily system checks including backup monitoring and reporting. Candidates should be proactive and reactive in providing technical support to clients in line with SLAs, while maintaining and updating internal documentation and logging activities in a timely and consistent manner to support billing and reporting. Contributing to internal process documentation is expected. Participation in the out-of-hours rota may be required. The role demands ensuring that client satisfaction is maintained at all times, with clear and diligent communication to keep customers informed of progress, changes, or outages. Issues that cannot be resolved within agreed service levels must be escalated appropriately. A commitment to staying informed about current and emerging technologies is also essential.

We understand that not every candidate will meet every requirement. If your experience looks different but you believe you can bring value to the role, we would still like to hear from you.

Benefits:
We believe in taking care of our staff both mentally and physically, and to support this we provide a range of benefits. These include the opportunity to join an employee share plan, access to a company pension scheme, and participation in a bonus scheme. Annual leave starts at 25 days and increases with years of service, in addition to bank holidays. We provide private healthcare, life assurance, income protection, and access to mental health support. Employees can take advantage of the cycle-to-work scheme, reduced gym memberships through our healthcare provider, free eye tests, and a travel loan. Support is also offered through tools designed to help manage salary and finances. Terms and conditions apply to certain benefits, including limits on share plan eligibility.