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 a well-established Managed Service Provider located in Ashford, Kent, looking for a 1st / 2nd Line Support Engineer to strengthen our team. This is an office-based role where you will join a busy, collaborative service desk supporting a wide range of external clients. We offer a supportive environment that emphasizes learning, knowledge sharing, and technical progression, with a clear pathway into 2nd Line and beyond. Our benefits include a competitive salary of up to £32,000 depending on experience and exposure to a modern tech stack.

last updated 13 week of 2026