IT SUPPORT ENGINEER

We are a growing IT Managed Service Provider (MSP) supporting over 350 clients with IT and telecom services, alongside consultancy, guidance, and project delivery.

We have an exciting opportunity for an IT Support Engineer to join our expanding IT support team, with clear career progression. We provide access to regular vendor training and certifications, both online and in person.

Reporting to the IT Service Manager, you will work closely with the technical team to deliver excellent IT support and services, ensuring both individual and team SLAs are met.

Overall Objectives

• Respond to customer calls and tickets daily, resolving within SLA and keeping customers updated
• Represent the company professionally and ensure a positive customer experience
• Contribute to project work

Key Responsibilities

Advanced Support & Escalations

• Act as the senior escalation point for complex incidents from 1st and 2nd Line
• Troubleshoot issues across Azure, Microsoft 365, servers, virtualization, networking, and security tools
• Perform root cause analysis and document long-term fixes
• Ensure SLA compliance and deliver high-quality support

Infrastructure & Cloud Management

• Manage Azure resources (VMs, networking, security, automation)
• Maintain Windows Server, Active Directory, DNS, DHCP, and Group Policy
• Support hybrid environments
• Oversee patching, monitoring, backups, and system health
• Implement and maintain security best practices

Project Delivery

• Lead migrations, deployments, security improvements, and infrastructure upgrades
• Plan and document solutions, including low-level designs and technical scopes
• Collaborate with Technical Leads and Project Managers

Client Interaction

• Attend client sites for escalations, installations, or project work as needed
• Communicate effectively with both technical and non-technical stakeholders
• Provide proactive recommendations to improve stability, security, and performance

Team Contribution

• Mentor 1st and 2nd Line engineers
• Support knowledge sharing across the team
• Improve internal processes, documentation, and standards
• Assist in adopting new tools and technologies

Requirements

Essential Skills & Experience

• 2–5 years of IT support experience (ideally within an MSP)
• Strong experience with:
  • Microsoft 365 and Azure
  • Intune
  • Windows Server
  • Active Directory, DNS, DHCP, Group Policy
  • Networking (VLANs, routing, firewalls, switching)
  • Hyper-V and/or VMware
  • Backup and disaster recovery solutions
  • Security tools (MFA, Conditional Access)
• Proven ability to troubleshoot and own complex technical issues
• Strong documentation, communication, and time management skills

Preferred

• Certifications such as MS-900, AZ-900, SC-900, AZ-700, AZ-104
• Calm and structured problem-solving approach
• Confidence working with senior stakeholders and business owners
• Proactive mindset focused on improvement, not just issue resolution
• Experience mentoring or supporting team development
• Willingness to work on-site when required