Hybrid Service Desk Engineer — MSP IT Support

Guideposts Trust Limited; Caerphilly; Hybrid; GBP 30,000 - 35,000; Full time

Benefits offered by this job

Hybrid working

On-site parking

Pension 3%

Birthday off

Comprehensive benefits

Private online GP

Job summary

Team Metalogic is seeking a Service Desk Engineer in Caerphilly to provide first‑line IT support to client end‑users across a modern Microsoft cloud stack. The role is hybrid with hours 08:00–16:00 or 09:00–17:00, Monday to Friday, no weekends.

You’ll log and prioritise tickets in ConnectWise PSA, manage Microsoft 365 tenants, Active Directory, and basic networking. This hands‑on role is a stepping stone to 2nd/3rd line work, with a salary of £30k–£35k depending on experience and skill.

Qualifications

• Experience in a similar support role, ideally within an MSP.
• Strong working knowledge of Windows 11, macOS, and the Microsoft 365 suite.
• Experience administering Microsoft 365 tenants: user lifecycle, licensing, groups, mailbox and SharePoint permissions.
• Working knowledge of Windows Server roles: Active Directory, Group Policy, DNS, DHCP, file and print.
• Networking fundamentals (DHCP, DNS, VLANs, Wi‑Fi, firewalls).

Responsibilities

• Be the first point of contact for clients’ users via phone, email, portal and live chat.
• Log and prioritise enquiries in ConnectWise PSA and manage SLAs.
• Manage Microsoft 365 identities, licenses, mailboxes and SharePoint permissions.
• Provision devices with Windows Autopilot and manage Intune.
• Manage Azure Virtual Desktop sessions and maintenance.
• Diagnose network issues and support Teams Phone, Webex and Horizon.
• Monitor security and backups with SentinelOne, filters and Keeper; respond to alerts.
• Maintain IT Glue documentation and perform preventative maintenance.

Skills

Windows 11

macOS

Microsoft 365

Active Directory

DNS

DHCP

Networking basics

Customer service

Tools

ConnectWise PSA

NinjaOne

Auvik

IT Glue

SentinelOne

Keeper

Conditional Access

Secure Score

SonicWall

UniFi

Microsoft Teams Phone

Webex

Horizon

Gamma

Google Workspace

Exclaimer

Redstor

Sage

Job description

Team Metalogic is seeking a Service Desk Engineer in Caerphilly to provide first‑line IT support to client end‑users across a modern Microsoft cloud stack. The role is hybrid with hours 08:00–16:00 or 09:00–17:00, Monday to Friday, no weekends.

You’ll log and prioritise tickets in ConnectWise PSA, manage Microsoft 365 tenants, Active Directory, and basic networking. This hands‑on role is a stepping stone to 2nd/3rd line work, with a salary of £30k–£35k depending on experience and skill.