2nd Line IT Support AVD Expert

Client First Solutions; Manchester; On-site; GBP 33,000 - 40,000; Full time

Benefits offered by this job

Free parking

On-site parking

Job summary

Client First Solutions in Manchester is seeking an enthusiastic IT Support Analyst to provide Level 1 and Level 2 technical support for MSP customers in a busy service desk.

You will handle Microsoft 365, Windows environments and Azure Virtual Desktop, manage multiple tickets, communicate clearly with customers, and participate in on-call support when required.

This is a hands-on, office-based role with a standard Monday to Friday schedule and free parking on-site.

Qualifications

• Experience in MSP or busy service desk environment.
• Strong Level 1 and Level 2 support skills.
• Proficient with Microsoft 365 and Windows environments.
• Experience with Azure Virtual Desktop (AVD).
• Good troubleshooting and problem-solving abilities.
• 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 support tools.
• Troubleshoot Microsoft 365, Windows, email, user accounts and connectivity issues.
• Support and troubleshoot Azure Virtual Desktop (AVD) environments.
• Manage multiple tickets and customer requests simultaneously.
• Keep customers updated with 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 and recurring technical issues.
• Provide on-call or out-of-hours support when required.

Skills

Level 1 support

Level 2 support

Microsoft 365

Windows environments

Azure Virtual Desktop

On-call support

Tools

Remote support tools

Job description

Salary: £33,000 - 40,000 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, office-based technical support role in a fast-paced environment, not a scripted call-centre helpdesk position. The successful candidate will work Monday to Friday, either 08:30-17:00 or 09:00-17:30, in a full-time permanent role. We offer a salary of £33,000 to £40,000 per annum, along with free parking and on-site parking.