First Line IT Support Engineer (Remote – UK Based)

Omnia Systems; England; Remote; GBP 23,000 - 28,000; Full time

Job summary

A leading MSP in the UK is seeking a First Line IT Support Engineer for a fully remote role with occasional travel to client sites in Manchester and Cheshire. The position involves providing technical support, troubleshooting issues, and maintaining operational procedures. Candidates should have strong communication skills and a passion for automation in IT support. Benefits include flexible remote working, training support, and opportunities for career progression.

Benefits

33 days annual leave

5% employer pension contribution

Travel expenses covered

Training & development support

Remote working flexibility

All necessary equipment provided

Career progression opportunities

Customer referral program

Qualifications

• Proven experience in a first line IT support role.
• Strong troubleshooting ability with a proactive, customer-focused mindset.
• Willingness to travel occasionally to Manchester/Cheshire.

Responsibilities

• Serve as the first point of contact for technical support.
• Troubleshoot and resolve hardware, software, and network issues.
• Create and maintain clear Standard Operating Procedures (SOPs).
• Deliver friendly, professional, and customer-focused service.

Skills

Troubleshooting

Customer Service

Remote Support

Automation

Scripting

Communication

Tools

VMware

Hyper-V

Windows Server

Linux

AWS

Microsoft 365

PowerShell

Active Directory

Job description

Location: Remote (UK) with occasional travel to Manchester/Cheshire

Salary: Up to £28,000.00 per year, based on experience

Hours: Monday to Friday, 9:00 AM – 5:00 PM (1-hour lunch break)

Type: Full-Time, Permanent

Are you a tech‑savvy problem solver who thrives on delivering great customer service? Omnia Systems is hiring a First Line IT Support Engineer for a fully remote role, with occasional travel to client sites in Manchester and Cheshire.

Founded in 2011, we’re a trusted MSP serving the Midlands and Northwest. As a small, agile team led by two technical experts, we value simplicity, efficiency, and collaboration. Your ideas will be heard, and your contributions will directly shape how we deliver IT services.

We’re an automation‑first company, always seeking smarter ways to work through scripting and process improvement. If you enjoy solving problems, streamlining workflows, and being part of a close‑knit, forward‑thinking team, we’d love to hear from you.

What You’ll Be Doing

• Serve as the first point of contact for technical support via phone, email, and ticketing system
• Troubleshoot and resolve hardware, software, and network issues across a diverse tech stack
• Escalate complex problems to second/third line support when appropriate
• Create and maintain clear, effective Standard Operating Procedures (SOPs)
• Proactively suggest improvements to enhance client satisfaction and streamline support processes
• Document support activity thoroughly and consistently
• Deliver friendly, professional, and customer‑focused service at every touchpoint

Technologies You’ll Work With

• Infrastructure & Virtualisation: VMware, Hyper‑V, Windows Server, Linux
• Networking & Security: UniFi, Fortigate, DNS, DHCP, Endpoint Security (AV, EDR, firewalls)
• Cloud & SaaS Platforms: AWS, Microsoft 365 (Email, Teams, SharePoint)
• Backup & Recovery: Veeam
• VoIP & Communication: 3CX
• Identity & Device Management: Active Directory (AD), Microsoft Entra, Intune, Group Policy (GPO)
• Hardware Support: Printers, laptops, peripherals
• Automation & Scripting: PowerShell, Bash, and other tools to streamline support workflow

What We’re Looking For

• Proven experience in a first line IT support role
• Strong troubleshooting ability with a proactive, customer‑focused mindset
• Excellent communication skills and the confidence to work independently
• Willingness to travel occasionally to Manchester/Cheshire
• Enthusiasm for automation and scripting to improve support efficiency and processes

Benefits

• 33 days annual leave including UK bank holidays
• 5% employer pension contribution
• Travel expenses covered for site visits to Manchester/Cheshire
• Training & development support, including certifications and online courses
• Remote working flexibility with a supportive team culture
• All necessary equipment provided for remote work
• Opportunities for career progression and exposure to cutting‑edge technologies
• Customer referral program – earn rewards for introducing new clients to our services

Interview Process

Our interview process includes a video call with our team to get to know you and discuss your experience.

If you're passionate about IT support and thrive in a customer‑focused, automation‑driven environment, we’d love to hear from you. Apply today and become part of a team that values your skills and invests in your growth.