1st / 2nd Line Support Engineer

Salary: £28,000 - 32,000 per year

Requirements

• Experience in a 1st Line or 2nd Line IT support role
• MSP experience is highly desirable
• Strong customer service and communication skills
• Good troubleshooting mindset
• Organised and comfortable managing tickets
• Full driving licence beneficial (not essential at 1st line level)

Responsibilities

• Acting as a key point of contact for incoming support tickets
• Providing remote 1st and 2nd line support to clients
• Troubleshooting Microsoft 365 and Windows desktop issues
• Managing Active Directory tasks (users, permissions, group policy)
• Supporting endpoint and Intune-related queries
• Investigating basic networking issues (DNS, DHCP, TCP/IP)
• Escalating more complex issues to senior engineers
• Maintaining accurate ticket updates and documentation
• Occasionally attending client sites (if at 2nd line level)

Technologies

• Active Directory
• Support
• Microsoft 365
• TCP/IP
• Windows
• Office 365
• Hardware
• SharePoint

More

We are recruiting for a 1st / 2nd Line Support Engineer to join a well-established Managed Service Provider in Ashford, Kent. This is an office-based role with a salary of up to £32,000 depending on experience. You will join a busy, collaborative service desk supporting a wide range of external clients, with hands-on exposure across desktop, Microsoft 365, and core infrastructure support. The environment is structured but fast-moving and is designed to support learning, knowledge sharing, and technical progression. We offer a supportive MSP environment with real progression, exposure to a broad client base and modern tech stack, and a clear pathway into 2nd Line and beyond.

last updated 38 week of 2026