1st / 2nd Line Support Engineer

Artemis Clarke Ltd; Peene; On-site; GBP 19,200 - 32,000; Full time

Job summary

Artemis Clarke Ltd in Ashford is recruiting a 1st/2nd Line Support Engineer to join a busy MSP. The role offers hands-on exposure across Microsoft 365, desktop and core infrastructure support, with real opportunities for progression.

You'll work on incoming tickets, provide remote 1st and 2nd line support, troubleshoot Windows and M365, manage Active Directory, Intune, DNS/DHCP, and document ticket updates while potentially visiting client sites. Strong customer service is essential.

Qualifications

• Experience in a 1st Line or 2nd Line IT support role.
• MSP experience is highly desirable.
• Strong customer service and communication skills.
• Good troubleshooting mindset.
• Organised and comfortable managing tickets.
• Full driving licence beneficial (not essential at 1st line level)

Responsibilities

• Acting as a key point of contact for incoming support tickets
• Providing remote 1st and 2nd line support to clients
• Troubleshooting Microsoft 365 and Windows desktop issues
• Managing Active Directory tasks (users, permissions, group policy)
• Supporting endpoint and Intune-related queries
• Investigating basic networking issues (DNS, DHCP, TCP/IP)
• Escalating more complex issues to senior engineers
• Maintaining accurate ticket updates and documentation
• Occasionally attending client sites (if at 2nd line level)
• Technologies You Will Work With: Windows desktop environments, Microsoft 365 (Exchange, Teams, SharePoint), Active Directory, Intune / endpoint management, Basic networking (DNS, DHCP, TCP/IP), Helpdesk / ticketing systems, Printers and end-user hardware

Skills

1st Line IT support

2nd Line IT support

Customer service

Troubleshooting

Ticketing systems

Tools

Microsoft 365

Active Directory

Intune

DNS

DHCP

TCP/IP

Job description

Are you currently working in IT support and ready to strengthen your technical skills?

Do you enjoy troubleshooting across Microsoft 365, desktop, and user environments?

Are you looking for an MSP where you can genuinely progress, not stay stuck on the same tickets?

If so, this could be a strong next step.

We are recruiting for a 1st / 2nd Line Support Engineer to join a well-established Managed Service Provider in Ashford. This role is ideal for someone operating at strong 1st Line level or early 2nd Line who wants broader exposure and clear development.

The Opportunity

You will join a busy, collaborative service desk supporting a wide range of external clients. The environment is structured but fast-moving, and you will gain hands-on exposure across desktop, Microsoft 365, and core infrastructure support.

This is an office-based role designed to support learning, knowledge sharing, and technical progression.

What You Will Be Doing

Acting as a key point of contact for incoming support tickets

Providing remote 1st and 2nd line support to clients

Troubleshooting Microsoft 365 and Windows desktop issues

Managing Active Directory tasks (users, permissions, group policy)

Supporting endpoint and Intune-related queries

Investigating basic networking issues (DNS, DHCP, TCP/IP)

Escalating more complex issues to senior engineers

Maintaining accurate ticket updates and documentation

Occasionally attending client sites (if at 2nd line level)

Technologies You Will Work With

Experience in some of the following is beneficial:

Windows desktop environments

Microsoft 365 (Exchange, Teams, SharePoint)

Active Directory

Intune / endpoint management

Basic networking (DNS, DHCP, TCP/IP)

Helpdesk / ticketing systems

Printers and end-user hardware

You do not need everything solid fundamentals and the right attitude matter most.

What We Are Looking For

Experience in a 1st Line or 2nd Line IT support role

MSP experience is highly desirable

Strong customer service and communication skills

Good troubleshooting mindset

Organised and comfortable managing tickets

Full driving licence beneficial (not essential at 1st line level)

Why Join?

Supportive MSP environment with real progression

Exposure to a broad client base and modern tech stack

Clear pathway into 2nd Line and beyond

Structured team with strong knowledge sharing

Up to £32k depending on experience

If you are currently in 1st Line and edging into 2nd, or already operating at 2nd Line level and want a supportive MSP environment, this is well worth a conversation.

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