1st Line Support Engineer - GBP 28000

TieTalent; Preston; On-site; GBP 28,000; Full time

Job summary

A dynamic Managed Service Provider (MSP) in Preston is seeking a 1st Line Support Engineer to provide advanced technical support and resolve escalated IT issues. The role involves troubleshooting complex problems related to infrastructure, networking, and business-critical applications. Ideal candidates will have strong technical expertise, problem-solving skills, and the ability to communicate effectively with clients. Join a team that values career progression and offers a competitive salary and benefits package.

Benefits

25 days plus bank holidays

Training and development opportunities

Career progression into specialized roles

Dynamic MSP environment

Qualifications

• Strong experience with Windows Server and Active Directory.
• Experience in virtualization platforms and networking expertise.

Responsibilities

• Manage and resolve tickets from Tier 1, covering servers and networking.
• Perform regular system health checks and monitor system alerts.
• Assist with IT infrastructure projects and client onboarding.

Skills

Windows Server

Active Directory

Networking

Problem Solving

Communication

Education

Microsoft Certified: Azure Administrator

MCSA

CompTIA Network+

Cisco CCNA

ITIL Foundation

Tools

VMware

Hyper-V

PowerShell

HaloPSA

ConnectWise

Autotask

Job description

Job Title: 1st Line Support Engineer

Location: Preston - 5 days per week

Salary: £28,000

Benefits: 25 days plus bank holidays

About the Role:

We are seeking a highly skilled Tier 1 Service Engineer to join our team. This role plays a crucial part in resolving escalated IT issues while providing advanced technical support to clients. Working in a fast-paced Managed Service Provider (MSP) environment, you will be responsible for diagnosing, troubleshooting, and resolving complex issues related to infrastructure, networking, servers, and business-critical applications. This position requires in-depth technical expertise, strong problem-solving skills, and a collaborative approach, ensuring efficient and effective IT solutions for clients.

Key Responsibilities:

1. Technical Support & Troubleshooting: Manage and resolve tickets from Tier 1, covering servers, networking, and business-critical applications. Diagnose and resolve issues involving Windows Server, Office 365, Exchange, virtualization (VMware, Hyper-V), and cloud platforms. Provide remote and on-site troubleshooting. Support and implement network infrastructure changes, including routers, switches, firewalls, and VPNs.
2. Incident & Problem Management: Own and manage complex incidents from initial diagnosis to full resolution. Follow ITIL-aligned processes for escalation and management of incidents. Participate in an on-call rota for out-of-hours incident response.
3. System Maintenance & Monitoring: Perform regular system health checks on client infrastructure, including servers, networks, and backups. Implement preventive maintenance plans and updates to minimize downtime. Proactively monitor system alerts and mitigate risks.
4. Project Support: Assist with IT infrastructure projects, such as server upgrades, cloud migrations, and network improvements. Support the onboarding of new clients, including hardware and software configuration.
5. Client Management & Communication: Maintain clear and professional communication with clients regarding ticket progress and resolutions. Ensure high customer satisfaction through quality service delivery.
6. Documentation & Knowledge Sharing: Maintain and update technical documentation, SOPs, and knowledge base articles. Provide technical guidance and mentorship to Tier 1 engineers.
7. Collaboration & Development: Work closely with Tier 3 engineers to resolve advanced issues and contribute to long-term IT strategy. Stay updated with emerging technologies and participate in training to develop skills.

Key Skills & Experience:

• Strong experience with Windows Server (2012, 2016, 2019), Active Directory, DNS, DHCP, and Group Policy.
• Advanced knowledge of Office 365 administration (Exchange Online, SharePoint, Teams, OneDrive).
• Experience in virtualization platforms (VMware, Hyper-V).
• Networking expertise: TCP/IP, VLANs, routing, firewalls (SonicWall, Cisco, Fortinet), VPNs.
• Experience with Microsoft Azure and/or AWS.
• Strong analytical and problem-solving skills.
• Excellent communication skills, able to explain technical concepts clearly.
• Ability to prioritize and manage multiple incidents efficiently.
• Experience with IT security best practices, firewall configurations, MFA, and anti-virus solutions.
• Knowledge of PowerShell scripting and automation tools.
• Familiarity with ITSM platforms (e.g., HaloPSA, ConnectWise, Autotask).
• Awareness of compliance standards (e.g., GDPR, ISO 27001).
• Relevant industry certifications: Microsoft Certified: Azure Administrator, MCSA, CompTIA Network+, Cisco CCNA, ITIL Foundation.

Why Join Us?

• Opportunity to work in a dynamic MSP environment with a variety of projects and clients.
• Career progression into specialised roles (Networking, Cybersecurity, Cloud Infrastructure) or Tier 3 Engineering.
• Training and development opportunities to enhance your technical expertise.
• Competitive salary and benefits package.

If you are passionate about IT, have a strong technical background, and are looking to take the next step in your career, we want to hear from you! Apply today.