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 the IT team. You will provide frontline support across multiple sites, troubleshoot issues, and help improve IT services.

You will work under the Head of IT, supporting users, maintaining systems, and contributing to security and efficiency projects across the business.

Qualifications

• Experience in a 1st or 2nd line IT support role.
• Strong knowledge of Windows 10/11 and Microsoft 365.
• Proficient in Active Directory/Entra ID and Exchange Online.
• Familiar with Teams and SharePoint administration.
• Good customer service and communication skills.

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, and mobile devices.
• Create and maintain technical documentation and support guides.

Skills

1st/2nd line support

Windows 10/11

Microsoft 365

Active Directory/Entra ID

Exchange Online

Teams/SharePoint

Customer service

Networking basics

Cybersecurity basics

Driving licence

Tools

Intune

Azure

PowerShell

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.