IT Support (UK) Limited
1st / 2nd Line IT Support Engineer – MSP – WFH Hybrid / London Kent
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1st / 2nd Line IT Support Engineer – MSP – WFH Hybrid / London Kent
Salary: £25,000 – £32,000 depending on experience
Job Type: Full-time, Permanent
Location: Mainly WFH, with weekly office attendance and travel to client sites across London and Kent
Hours: Weekly Hours: 37.5hrs flexible on rota between 7am – 6pm
About Us
IT Support (UK) Ltd is a Managed IT Service Provider supporting small and medium-sized businesses across Kent, London and the wider UK. We believe good IT support is about more than fixing problems when something breaks. A large part of what we do is proactive maintenance, monitoring and improving our clients' systems so that avoidable problems happen less often.
We are a small, experienced team and aim to provide clients with a personal service. We don't operate like a high-volume call centre. Engineers are expected to take ownership of issues, speak directly with clients and resolve problems properly wherever possible.
Because we put a lot of effort into maintaining client systems, the working environment is generally organised rather than constantly firefighting.
The Role
We are looking for a capable and customer-focused 1st / 2nd Line IT Support Engineer to join our team.
You will be one of the first points of contact for our clients when they need IT support and will deal with a mixture of day-to-day support requests, Microsoft 365 administration, troubleshooting, monitoring and proactive maintenance.
This role would suit someone who enjoys solving problems, talking to clients and taking responsibility for getting things resolved. We are not looking for someone who simply wants to work through a queue of tickets. We want someone who takes an interest in how client systems are running, spots potential problems and helps us improve them.
What You'll Be Doing
IT Support and Incident Management
- Respond to support requests received by phone, email and our ticketing system.
- Investigate, diagnose and resolve technical problems.
- Support users with Windows, Microsoft 365 and general business IT issues.
- Take ownership of support requests and keep clients informed until they are resolved.
- Escalate or work with senior engineers where additional technical knowledge is required.
- Follow documented procedures and client-specific information where appropriate.
- Keep accurate notes of work carried out.
Microsoft 365 Support
You will assist with the day-to-day administration and support of Microsoft 365 environments, including:
- Microsoft 365 user administration
- Exchange Online
- Microsoft Teams
- Microsoft Entra ID
- Multi-Factor Authentication
- SharePoint Online
- Microsoft Intune
- Windows Autopilot
- Microsoft Defender
- Conditional Access and security policies
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We do not expect every candidate to be an expert in all of these areas, but practical experience with Microsoft 365 administration is important.
Proactive Maintenance and Monitoring
Maintenance is a major part of how we support our clients. We believe properly maintained IT environments experience fewer avoidable problems, so engineers are expected to use quieter periods productively rather than simply waiting for the next support call. Your responsibilities will include:
- Reviewing monitoring alerts and investigating potential problems.
- Carrying out scheduled maintenance across client systems.
- Checking backups, endpoints, servers and network devices.
- Identifying recurring problems and looking for permanent fixes.
- Keeping client environments aligned with our technical and security standards.
- Completing outstanding maintenance and improvement tasks when the service desk is quiet.
- Highlighting systems that need upgrading, replacing or improving.
Client Service
Good communication is just as important to us as technical ability. You will be expected to:
- Communicate clearly and professionally with clients.
- Explain technical issues without unnecessary jargon.
- Keep users informed when an issue cannot be resolved immediately.
- Set realistic expectations and follow through on what you have agreed.
- Build good working relationships with the people you support.
Documentation
- Maintain accurate ticket notes and records of work carried out.
- Update client technical documentation.
- Create or improve internal knowledge base articles.
- Record changes to client systems where required.
Technical Experience
We would expect you to have practical experience with a good selection of the following:
Essential
- Windows 10 / 11 support and troubleshooting
- Microsoft 365 administration
- Exchange Online
- Microsoft Entra ID
- Microsoft Teams
- General Microsoft 365 user and licence administration
- Basic Microsoft Intune knowledge
- TCP/IP, DNS and DHCP
- LAN, Wi-Fi and general network troubleshooting
- Remote support tools
- Ticketing or PSA systems
- Printers and common business peripherals
- General hardware and software troubleshooting
Desirable
- Experience with any of the following would be useful, but isn't essential:
- Microsoft Intune configuration and compliance policies
- Autopilot
- SharePoint Online
- Microsoft Defender
- Conditional Access
- Windows Server
- Active Directory and Group Policy
- Azure Virtual Desktop
- Remote Desktop environments
- Ubiquiti, DrayTek or similar networking equipment
- Firewalls, switches and wireless access points
- Cloud and on-site backup systems
- RMM platforms
- MSP environments
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About You
We're looking for someone who:
- Has previous experience in an IT support role.
- Enjoys troubleshooting and finding the cause of problems.
- Takes ownership rather than passing issues on unnecessarily.
- Communicates well with clients and colleagues.
- Is organised and keeps accurate records.
- Can manage several support requests without losing track of them.
- Uses quieter periods to complete maintenance and documentation.
- Is comfortable working independently from home.
- Is willing to ask for help when needed.
- Has a genuine interest in IT and keeping their technical knowledge up to date.
- Previous MSP experience would be an advantage, but we would also consider someone from a good internal IT support background who is comfortable supporting multiple environments.
- Relevant Microsoft or other technical certifications are useful but not essential.
Location and Travel
This is primarily a home-based role, with periodic attendance at our office and travel to client sites in London and Kent when on-site support is required. Applicants therefore need to live within reasonable travelling distance of Central London and North Kent and must be able to travel independently to client locations when required. Reasonable business travel expenses and mileage will be reimbursed in line with company policy. Occasional planned out-of-hours work may be required for projects, upgrades or maintenance. This is not expected to form part of the normal working week.
What We Offer
- Primarily home-based working.
- A small and experienced technical team.
- Direct involvement with a wide range of client technologies.
- The opportunity to work across support, Microsoft 365, networking, cloud and cybersecurity.
- Exposure to projects as well as day-to-day support.
- Training and opportunities to develop your technical skills.
- Support with relevant industry certifications.
- Company laptop and required equipment.
- Company pension.
- 22 days annual leave plus bank holidays.
Most importantly, we want to provide an environment where engineers can do good technical work without spending every day dealing with avoidable emergencies.
Equality and Recruitment
IT Support (UK) Ltd is an equal opportunities employer. We welcome applications from suitably qualified candidates from all backgrounds. If you require reasonable adjustments during the recruitment process, please let us know.
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