1st / 2nd Line Support Engineer

Xact Placements Limited; Luton, St Albans; On-site; GBP 25,000 - 35,000; Full time

Job summary

A dynamic IT support company seeks a proactive 1st / 2nd Line IT Support Engineer to join their internal team based in Luton. This role focuses on supporting internal staff and systems in a fast-paced environment, ideal for someone early in their IT career. Responsibilities include providing technical support, troubleshooting issues, and assisting with internal projects. Candidates should have strong technical knowledge and excellent communication skills.

Qualifications

• Experience in a 1st or 2nd line support role is essential; MSP experience is advantageous.
• Strong technical understanding of Windows 10/11, Microsoft 365, and Active Directory.
• Comfortable with remote support tools and ticketing systems.

Responsibilities

• Provide first and second-line IT support to internal users.
• Troubleshoot issues in Windows environments and Microsoft 365.
• Manage and escalate tickets within SLAs.

Skills

1st line support experience

2nd line support experience

Windows 10/11

Microsoft 365 administration

Active Directory / Azure AD

Basic networking (TCP/IP, DNS, DHCP, VPN)

Remote support tools

ITSM/ticketing systems

Clear communication skills

Job description

1st / 2nd Line IT Support Engineer (Internal Systems)

About the Role

We are looking for a proactive and service-driven 1st / 2nd Line IT Support Engineer to join our internal IT team within a fast-paced MSP environment. Unlike a traditional MSP support role, this position focuses exclusively on supporting our own internal staff, systems, applications, and infrastructure.

This is an excellent opportunity for someone early in their IT career who wants to build a solid technical foundation, gain exposure to a broad range of technologies across the Microsoft ecosystem, and progress into roles such as Senior IT Support Engineer, Network Engineer, or Security Engineer.

Key Responsibilities

1st / 2nd Line Technical Support

• Provide first and second-line support to internal users across multiple offices and remote locations.
• Troubleshoot issues across Windows desktop and server environments, Microsoft 365, Azure AD, and common business applications.
• Resolve incidents via phone, email, remote tools, and in-person support.
• Manage and elevate tickets effectively within SLAs.

Systems & Platform Support

• Microsoft 365 (Exchange, SharePoint, Teams)
• Azure AD / Active Directory
• Endpoint management tools (Intune/Autopilot)
• Windows Server services (DNS, DHCP, Group Policy)
• Support internal networking infrastructure (switches, firewalls, Wi‑Fi) at a basic troubleshooting level.

Operational Duties

• Build and configure laptops, desktops, and mobile devices.
• Maintain asset registers, hardware inventory, and documentation.
• Support onboarding and offboarding processes (account creation, device provisioning).
• Monitor system performance and respond to alerts.

Project Support

• Assist with internal infrastructure upgrades, migrations, and improvement initiatives.
• Take ownership of small internal IT projects under guidance from senior engineers.

Skills & Experience

Essential

• Experience in a 1st or 2nd line support role (MSP experience advantageous but not required).
• Strong technical understanding of:
• Windows 10/11
• Microsoft 365 administration
• Active Directory / Azure AD
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• Comfortable with remote support tools and ITSM/ticketing systems.
• Ability to communicate clearly with users of all technical levels.