Role OverviewA growing and well-established Managed Service Provider is looking to bring in a 1st - 2nd Line IT Support Engineer to strengthen their service desk. This is a great opportunity for someone with MSP experience who enjoys being hands on, taking ownership of tickets, and working across a variety of client environments. Your New RoleYou will sit across 1st and 2nd line support, handling day to day user issues while also supporting more technical escalations as your experience grows. You will be responsible for managing tickets end to end, maintaining strong communication with users, and contributing to the overall quality of service delivery. Your ResponsibilitiesProviding 1st and 2nd line support across multiple client environmentsLogging, managing and resolving tickets through a PSA systemSupporting Microsoft 365 including users, mailboxes, permissions and devicesDesktop and laptop support across Windows and macOSBasic networking troubleshooting including switches, firewalls and Wi-FiUser onboarding and offboardingWorking to SLAs and contributing to service improvementsMaintaining clear ticket notes and documentation Tech EnvironmentMicrosoft 365, Exchange Online, SharePointWindows and macOS environmentsEntra ID and basic cloud identity managementNetworking fundamentals including switches, firewalls and Wi-FiPSA tools such as Autotask You Will HaveExperience in a 1st or 2nd Line IT Support rolePrevious MSP experience is strongly preferredGood working knowledge of