2nd Line IT Support

Client First Solutions; Manchester; On-site; GBP 28,000 - 33,000; Full time

Benefits offered by this job

Free parking

On-site parking

Job summary

Client First Solutions in Manchester is seeking a hands-on IT Support Technician to deliver Level 1 and Level 2 support for MSP customers. You will handle phone, email, and remote assistance, troubleshoot Microsoft 365, Windows, email, user accounts and connectivity issues, and manage multiple tickets.

The role covers Azure Virtual Desktop (AVD) environments, Active Directory, Intune and SharePoint administration, with on‑site working hours: Monday-Friday 08:30-17:00 or 09:00-17:30.

Qualifications

• Prior experience in MSP or busy service desk environment.
• Strong Level 1 and Level 2 support skills.
• Good knowledge of Microsoft 365 and Windows environments.
• Experience supporting Azure Virtual Desktop (AVD).
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Confident speaking to customers over the phone.
• Good written communication skills.
• Organised and reliable, able to take ownership of issues.
• Willingness to participate in on-call support.

Responsibilities

• Provide Level 1 and Level 2 technical support to MSP customers.
• Support users via phone, email, WhatsApp and remote tools.
• Troubleshoot Microsoft 365, Windows, email, accounts and connectivity issues.
• Support and troubleshoot Azure Virtual Desktop (AVD) environments.
• Manage multiple tickets and customer requests concurrently.
• Keep customers updated with clear ticket notes.
• Assist with user onboarding and offboarding.
• Manage permissions and Microsoft 365 administration.
• Diagnose issues before escalation to senior engineers.
• Support wider IT projects and recurring issues.
• Provide on-call or out-of-hours support when required.

Skills

L1/L2 support

Microsoft 365

Windows environments

AVD (Azure Virtual Desktop)

Troubleshooting

On-call support

Tools

Azure

Microsoft 365

Windows

Office 365

Active Directory

Microsoft Intune

SharePoint

Job description

Salary: £27,500 - 32,500 per year

Requirements:

• Previous experience working in an MSP, IT support company or busy service desk environment.
• Strong Level 1 support skills with experience handling Level 2 issues.
• Good knowledge of Microsoft 365 and Windows environments.
• Experience supporting Azure Virtual Desktop (AVD).
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Confident speaking to customers over the phone.
• Good written communication skills.
• Organised, reliable and able to take ownership of technical issues.
• Willingness to participate in on-call support when required.

Responsibilities:

• Provide Level 1 and Level 2 technical support to our MSP customers.
• Support users via phone, email, WhatsApp and remote support tools.
• Troubleshoot Microsoft 365, Windows, email, user account, application and connectivity issues.
• Support and troubleshoot Azure Virtual Desktop (AVD) environments.
• Manage multiple tickets and customer requests at the same time.
• Keep customers updated and maintain clear ticket notes.
• Assist with user onboarding and offboarding.
• Manage permissions, accounts and general Microsoft 365 administration.
• Diagnose issues before escalating to senior engineers where required.
• Support the wider IT team with customer projects, changes and recurring technical issues.
• Provide on-call or out-of-hours support when required.

Technologies:

• Azure
• Support
• Microsoft 365
• Windows
• Office 365
• Cloud
• Active Directory
• Microsoft Intune
• SharePoint

More:

We are a growing MSP team supporting a range of business customers from our office near Manchester Airport. This is a hands-on, in-person technical support role for someone who can investigate problems thoroughly, take ownership of customer issues and work efficiently in a fast-paced environment. We offer a full-time, permanent position with working hours of Monday to Friday, 08:30-17:00 or 09:00-17:30, a salary of £30,000 per annum, and benefits including free parking and on-site parking.

last updated 36 week of 2026