1st/2nd Line IT Support Engineer

Candour Solutions; England; On-site; GBP 25,000 - 35,000; Full time

Benefits offered by this job

Private healthcare

Professional development support

Career progression opportunities

Generous holiday allowance

Pension scheme

Exposure to varied client base

Stable, established business

Job summary

Candour Solutions is seeking an IT Support professional to join a growing MSP and deliver hands-on technical assistance across diverse client environments. You will act as the first point of contact for tickets, resolving common issues and escalating complex cases with ownership.

The role emphasizes 1st/2nd line support, Microsoft 365 administration, Windows Desktop and Server troubleshooting, VoIP, and strong customer service in a fast-paced setting.

Qualifications

• Minimum 2 years in IT Support, Service Desk or Helpdesk role.
• MSP experience is highly desirable.
• Experience providing both 1st and 2nd Line support.
• Strong Microsoft 365 administration and troubleshooting experience.
• Good working knowledge of Windows Desktop and Windows Server environments.
• Experience supporting VoIP systems and telephony solutions.
• Ability to troubleshoot networking and broadband connectivity issues.
• Excellent customer service and communication skills.
• Comfortable managing multiple tickets and competing priorities in a fast-paced environment.
• UK Drivers Licence.

Responsibilities

• Serve as the first point of contact for client IT support requests via phone, email and helpdesk systems.
• Manage and prioritise support tickets to ensure timely resolution.
• Provide 1st and 2nd Line technical support across multiple client environments.
• Troubleshoot hardware, software, Microsoft 365 and Windows issues.
• Administer Microsoft 365 environments, including user accounts and licensing.
• Diagnose networking, broadband and connectivity issues.
• Support VoIP and telephony platforms.
• Assist with Windows Server administration and maintenance tasks.
• Escalate complex issues while maintaining ownership through to resolution.
• Maintain clear documentation and improve support processes.

Skills

First/second line support

MSP experience

Microsoft 365 admin

Windows Desktop

Windows Server

VoIP & telephony

Ticket management

Customer service

Job description

This opportunity combines hands-on technical support with customer engagement in a growing Managed Service Provider (MSP) environment who are looking to further expand their team. You'll work as part of an established technical team, supporting a diverse client base and helping to resolve a wide range of IT issues across modern business environments. This position holds great potential for progression, in terms of learning new skills and company growth - along with a comfortable range of benefits.

What You’ll Do

• Act as the first point of contact for client IT support requests via phone, email and helpdesk systems.
• Manage and prioritise support tickets, ensuring issues are resolved efficiently and professionally.
• Deliver 1st and 2nd Line technical support across multiple client environments.
• Troubleshoot hardware, software, Microsoft 365 and Windows-related issues.
• Support and administer Microsoft 365 environments, including user accounts and licensing.
• Diagnose and resolve networking, broadband and connectivity issues.
• Provide support for VoIP and telephony platforms.
• Assist with Windows Server administration and maintenance tasks.
• Escalate complex technical issues where appropriate while maintaining ownership through to resolution.
• Maintain clear documentation and contribute to improving support processes and service delivery.

Experience & Capabilities

• At least 2 years' experience in an IT Support, Service Desk or Helpdesk role.
• Previous MSP experience is highly desirable.
• Experience providing both 1st and 2nd Line support.
• Strong Microsoft 365 administration and troubleshooting experience.
• Good working knowledge of Windows Desktop and Windows Server environments.
• Experience supporting VoIP systems and telephony solutions.
• Ability to troubleshoot networking and broadband connectivity issues.
• Excellent customer service and communication skills.
• Comfortable managing multiple tickets and competing priorities in a fast-paced environment.
• Strong problem-solving skills with a proactive and professional approach.
• UK Drivers Licence

Benefits

• Private healthcare
• Support for technical certifications and professional development
• Clear progression opportunities within a growing technical team
• Generous holiday allowancePension scheme
• Exposure to a varied client base and modern technology stack
• Stable, established business with long-term growth plans