Qualifications

The ideal candidate will possess a combination of technical expertise and customer service skills, with the following qualifications:

• Previous experience working within a Managed Services Provider (MSP) environment, demonstrating familiarity with MSP operational standards.
• Strong 2nd Line Support experience, with a proven track record in troubleshooting Windows desktop and laptop issues.
• Solid knowledge of Microsoft 365, Active Directory, and core infrastructure technologies.
• Experience with cloud platforms such as Azure and other cloud-based solutions.
• Hands-on experience in setting up, rebuilding, and supporting end-user devices.
• Understanding of networking fundamentals including TCP/IP, DNS, and DHCP protocols.
• Excellent communication skills, capable of liaising effectively with both technical and non-technical users.
• Ability to work independently, manage field-based responsibilities, and prioritize tasks effectively.
• Full UK driving license and willingness to travel to customer sites as required.

Responsibilities

The successful candidate will be responsible for a wide range of technical and customer support activities, including:

• Providing 2nd Line technical support via the company’s service desk, ensuring timely resolution of customer issues.
• Troubleshooting hardware, software, and end-user device problems to minimize downtime and optimize performance.
• Building, configuring, and deploying laptops and desktops to meet client specifications.
• Diagnosing and resolving device failures, hardware faults, and connectivity issues.
• Carrying out on-site support visits and technical call-outs, ensuring high-quality service delivery.
• Supporting Microsoft 365 environments, including user account management, email configuration, and collaboration tools.
• Maintaining and supporting core infrastructure technologies such as Active Directory, DNS, DHCP, and networking components.
• Delivering excellent customer service to users, demonstrating professionalism and technical competence.
• Assisting with proactive maintenance, system updates, and IT improvements to enhance client infrastructure.
• Collaborating with wider technical teams to escalate and resolve complex issues effectively.

Benefits

Our client offers a competitive salary package ranging from £45,000 to £50,000, depending on experience. The role includes the following benefits:

• Hybrid working arrangement combining remote and on-site work for flexibility and work-life balance.
• Opportunities for professional development and career progression within a growing MSP organization.
• Travel expenses covered for site visits and client support activities.
• Contributory pension scheme and healthcare options.
• Paid holidays and leave entitlements aligned with industry standards.
• Supportive team environment with ongoing training and certification opportunities.

Equal Opportunity

Context Recruitment Limited and our clients are committed to creating a diverse environment and are proud to be equal opportunity employers. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other protected characteristic. We believe in fostering an inclusive workplace where all individuals can thrive and contribute to the success of the organization. We encourage applications from all qualified candidates who meet the outlined criteria and are passionate about advancing their careers in IT support and engineering.