1st2nd Line Support Engineer MSP Suffolk

Horizon Search & Selection; Remote; GBP 25,000 - 28,000; Full time

Job summary

A leading recruitment agency is seeking a Support Engineer for a permanent full-time role in the United Kingdom. This position involves providing IT support, primarily focusing on Microsoft 365 while maintaining excellent customer relationships. Responsibilities include resolving technical issues and clients' first points of contact. Ideal candidates will have experience in IT support, particularly within an MSP, and possess strong troubleshooting skills. The role offers a starting salary of £25,000 – £28,000, depending on experience.

Qualifications

• Previous experience in a 1st or 2nd line IT support role, ideally within an MSP.
• Strong knowledge of Microsoft 365 administration.
• Excellent problem-solving skills and ability to work under pressure.

Responsibilities

• Act as the first point of contact for client support queries.
• Diagnose and resolve 1st and 2nd line technical issues.
• Maintain accurate documentation of tickets, fixes and configurations.

Skills

Microsoft 365 administration

Customer Service

Problem-solving

Networking

Education

Experience in IT support role

Driving licence

Tools

Active Directory

Windows

Microsoft certifications

Job description

We are currently seeking an experienced Support Engineer for our client based in Bury St Edmunds. This role is a full‑time permanent position that will be working remotely from home and also based in the field, looking after clients in Suffolk and occasionally Cambridge.

The company

The company is a friendly Managed Service Provider that delivers IT support services and solutions to a wide range of customers across East Anglia. You will join a small team that works to ensure customers receive the best service and support each other on a daily basis. The company prides itself on excellent customer service, proactive IT management and technical expertise with a strong focus on Microsoft 365 Services.

The role

Within this role you will be the first point of contact for clients, resolving a wide range of technical issues, escalating where necessary and ensuring an excellent customer experience. On a daily basis you will work with Microsoft 365 alongside other critical IT systems and tools to help businesses get the most from their technology. Based in Bury St Edmunds (or nearby) you will be the primary field engineer for clients in Bury and surrounding areas, including Cambridgeshire on occasion.

Duties and Responsibilities

• Act as the first point of contact for client support queries via the company ticketing system and respond through phone calls and emails.
• Diagnose and resolve 1st and 2nd line technical issues, including:
• Microsoft 365 (Exchange Online, SharePoint, OneDrive, Teams, Intune)
• Windows 10/11 desktops and laptops
• Basic networking (DNS, DHCP, VPNs, firewalls, Wi‑Fi)
• Printers, peripherals and general hardware troubleshooting
• Manage user accounts, permissions and security within Microsoft 365 and Active Directory
• Escalate complex issues to senior engineers or 3rd line support when required.
• Maintain accurate documentation of tickets, fixes and configurations.
• Support client onboarding, including new user setups and device deployments.
• Deliver excellent customer service and build strong client relationships.
• Provide on‑site assistance where required.

Essential Qualifications

• Previous experience in a 1st or 2nd line IT support role, ideally within an MSP.
• Strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive, Intune).
• A good understanding of Windows desktop operating systems and Office applications, as well as mobile operating systems and applications.
• Basic networking knowledge (TCP/IP, DNS, VPN).
• Experience with Active Directory and user management.
• Excellent problem‑solving skills and ability to work under pressure.
• Strong communication and customer service skills.
• A valid driving licence and access to a car.

Desirable Qualifications

• Experience in Azure Active Directory and conditional access.
• Knowledge of RMM/EDR/SOC/PAS tools.
• Microsoft certifications (MD‑900, MS‑100).
• Exposure to backup solutions, antivirus and security tools.

Details

This role is offered on a full‑time permanent basis with a starting salary of £25,000 – £28,000, depending on experience.

How to Apply

Please apply directly to Gemma Turp through our website or email a copy of your CV and covering letter to [e-mail] (replace with actual email). We aim to respond to every applicant via email within 14 days. If you would like feedback sooner, feel free to contact us via email and we will get back to you ASAP.

About Horizon

Horizon Search and Selection Ltd is owned and run by Gemma and Kate from our private offices in Bury St Edmunds. We have been in business for 12 years and have a combined 30 years of recruitment experience between us. We are friendly recruitment folks and love what we do. Here we are acting as an employment agency on behalf of our client, the employer. We act as the introducers so if you are successful you will be directly employed by our client. We never share your details with anyone (including our client) without your consent.

Key Skills

• Ruby
• Mac OS
• Computer Networking
• Windows
• TCP
• Customer Support
• Linux
• Shell Scripting
• VPN
• DNS
• Technical Support
• Troubleshooting