1st/2nd Line IT Technician

MSI-DS Ltd; Norwich; On-site; GBP 26,000 - 36,000; Full time

Job summary

MSI Defence Systems is seeking a motivated 1st/2nd Line IT Technician to join our IT team, supporting users across the business and maintaining IT systems and infrastructure. This role offers exposure to a broad range of technologies within a growing defence engineering environment.

Reporting to the Head of IT, you will handle incidents, service requests, and contribute to security and continuous improvement projects while ensuring excellent customer service and clear technical documentation.

Qualifications

• Experience in a 1st/2nd line IT support role.
• Knowledge of Windows 10/11.
• Experience with Microsoft 365 suite.
• Experience with Active Directory / Entra ID.
• Experience with Exchange Online.
• Experience with Teams and SharePoint.
• Hardware, software and networking troubleshooting.
• Understanding of cybersecurity best practices.
• Excellent customer service and communication skills.
• Strong problem-solving and organisational abilities.
• Full UK driving licence and occasional travel.

Responsibilities

• Provide 1st and 2nd line support to end users across multiple sites.
• Manage incidents and service requests via IT Service Desk.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID.
• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.
• Administer user accounts, permissions, and access management.
• Support Windows operating systems and standard business applications.
• Assist with network troubleshooting including switches, wireless, and connectivity.
• Maintain hardware, software, and asset inventories.
• Support cyber security initiatives and compliance requirements.
• Assist with system upgrades, infrastructure projects, and continuous improvement.
• Create and maintain technical documentation and support guides.
• Work with third-party suppliers and support partners.

Skills

1st/2nd line support

Windows 10/11

Microsoft 365

Active Directory / Entra ID

Exchange Online

Teams

SharePoint

Troubleshooting

Cybersecurity basics

Customer service

Communication

Problem solving

Organization

Driving licence

Tools

Intune

Azure

PowerShell

ERP systems

CompTIA A+

CompTIA Network+

Microsoft certifications

Job description

About the Role

MSI Defence Systems is seeking a motivated and customer-focused 1st / 2nd Line IT Technician to join our IT team. This role is ideal for an individual with strong technical troubleshooting skills who enjoys providing excellent customer service and contributing to the continuous improvement of IT services.

Reporting to the Head of IT, you will play a key role in supporting users across the business, maintaining IT systems and infrastructure, and assisting with projects that enhance security, efficiency, and business performance.

This is an excellent opportunity to gain exposure to a broad range of technologies within a growing and innovative defence engineering business.

Key Responsibilities

• Provide 1st and 2nd line support to end users across multiple sites.
• Manage and resolve incidents and service requests through the IT Service Desk.
• Support Microsoft 365 services including Outlook, Teams, OneDrive, SharePoint, and Entra ID.
• Configure, deploy, and maintain desktops, laptops, mobile devices, and peripherals.
• Administer user accounts, permissions, and access management.
• Support Windows operating systems and standard business applications.
• Assist with network troubleshooting including switches, wireless networking, and connectivity issues.
• Maintain hardware, software, and asset inventories.
• Support cyber security initiatives and compliance requirements.
• Assist with system upgrades, infrastructure projects, and continuous improvement activities.
• Create and maintain technical documentation and support guides.
• Work with third-party suppliers and support partners where required.

Essential Skills & Experience

• Previous experience in a 1st Line or 2nd Line IT Support role.
• Strong knowledge of:
• Microsoft Windows 10/11
• Microsoft 365
• Active Directory / Entra ID
• Exchange Online
• Teams and SharePoint
• Experience troubleshooting hardware, software, and networking issues.
• Understanding of cybersecurity best practices.
• Excellent customer service and communication skills.
• Strong problem-solving and organisational abilities.
• Full UK driving licence and willingness to travel occasionally between sites.

Desirable Skills

• Experience with Intune and device management.
• Knowledge of Azure services.
• Experience supporting ERP or business systems.
• CompTIA A+, Network+, Microsoft certifications, or equivalent.
• PowerShell scripting knowledge.
• Experience within manufacturing, engineering, or defence sectors.

Personal Attributes

• Friendly and approachable.
• Self-motivated and proactive.
• Strong attention to detail.
• Able to prioritise and manage competing workloads.
• Team player with a willingness to learn and develop.