Set2Recruit
Information Technology Support Engineer
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IT Support Engineer / 1st Line Engineer
Gloucester Hybrid 2-3 days a week WFH | Sector: Managed Service Provider
ABOUT OUR CLIENT
Our client is a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. With a friendly, collaborative culture and a genuine focus on people development, they offer a fantastic environment to build your IT career. They pride themselves on the quality of their team and the level of service they deliver — and they're now looking for an IT Support Engineer to join them.
THE ROLE
This is a first-line IT support role with real responsibility. You'll be the first point of contact for users across a varied client base, taking ownership of incidents and service requests from initial log through to resolution. The team is on a journey from reactive break/fix to a more proactive support model, and this role plays an active part in that — identifying trends, contributing to knowledge sharing, and helping to reduce avoidable support demand.
WHAT YOU'LL BE DOING
- Providing high-quality first-line remote support to users across a varied client base via phone, email and ticketing systems
- Taking ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughout
- Triaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirements
- Investigating and resolving desktop, Microsoft 365, connectivity, access, application and device-related issues
- Identifying recurring issues and trends, raising improvement opportunities with the team lead
- Escalating issues to senior engineers with clear details of troubleshooting completed and evidence gathered
- Maintaining accurate ticket records including notes, time entries and resolution details
- Creating and updating knowledge base articles and known fixes to improve first-time fix rates
- Attending client sites where required to resolve issues or support agreed service activities
- Working collaboratively with the team to share knowledge and contribute to continual service improvement
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WHAT WE'RE LOOKING FOR
- Experience supporting Windows desktop environments
- Experience supporting Apple/macOS desktop environments
- Microsoft 365 administration and troubleshooting experience, including Exchange Online
- Basic networking knowledge — LAN, WAN, wireless and firewall concepts
- Experience using ticketing systems or PSA tools
- Strong communication skills — clear, calm and professional with users at all levels
- Good attention to detail when documenting tickets, resolutions and customer communications
- Awareness of ITIL best practice — incident management, service request fulfilment and problem management
- MSP experience is desirable but not essential
- Familiarity with Intune, Cisco Meraki or RMM tools is advantageous
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THE PACKAGE
- Competitive salary, reviewed in line with experience and performance
- Option to purchase additional annual leave
- Private healthcare scheme
- Company pension
- Ongoing training, certification support and clear progression pathways
- Exposure to a wide range of technologies, clients and projects
- Supportive, collaborative team environment with a genuine focus on development
To apply or find out more, please get in touch with Lauren at Set2Recruit | lauren@set2recruit.com
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