IT Helpdesk Engineer – 1st & 2nd line

Fortis Recruitment Solutions; Amersham; On-site; GBP 30,000 - 33,000; Full time

Job summary

Fortis Recruitment Solutions is seeking a Service Desk Engineer for a Monday to Friday day role near Amersham. You will manage 1st/2nd line tickets, monitor client infrastructures, and implement changes across multiple client environments.

The ideal candidate has MSP experience, solid Microsoft tech skills, and a proactive, detail-oriented approach with strong communication and teamwork. DBS clearance is required for this position.

Qualifications

• 2+ years of IT support experience in an MSP environment.
• Microsoft 365, Azure, Active Directory, and Windows Server skills.
• Basic networking knowledge (IP addresses, routing).
• Excellent troubleshooting and problem-solving abilities.
• Proven customer service and strong communication skills.
• Attention to detail with a can-do attitude and team work.
• Experience supporting and administering Microsoft technologies.
• Ability to prioritise tasks and organise solutions.
• Enhanced DBS clearance required.

Responsibilities

• Manage 1st and 2nd line service tickets in line with SLAs, keeping customers informed.
• Monitor and maintain client infrastructure and systems, responding to alerts.
• Produce and implement change requests for internal and external requirements.
• Support handovers to service delivery for day-to-day support.
• Troubleshoot a wide range of technical issues while handling tickets.

Skills

MSP experience

Microsoft 365

Azure

Active Directory

Windows Server

Networking basics

Troubleshooting

Customer service

Communication skills

Attention to detail

Team working

DBS check

Job description

Salary: £30,000 - 33,000 per year

Requirements:

• We are looking for someone with 2+ years of IT support experience working within an MSP environment.
• We require Microsoft 365, Azure, Active Directory, and Windows Server skills.
• We need a basic understanding of networking, including IP addresses and routing.
• We are looking for excellent troubleshooting and problem-solving skills.
• We require proven customer service skills and strong communication skills.
• We need someone with excellent attention to detail.
• We are looking for a can-do attitude and great team working skills.
• We need someone who can support and administer the latest Microsoft technologies.
• You must be able to prioritise tasks and organise solutions.
• You must be able to obtain an enhanced DBS.

Responsibilities:

• We manage 1st and 2nd line service tickets in line with SLAs, keeping customers well informed throughout.
• We monitor and maintain client infrastructure and systems, responding proactively to alerts.
• We produce and implement change requests for internal and external requirements.
• We support project handovers to service delivery for day-to-day support.
• We troubleshoot a wide variety of technical issues while handling 1st and 2nd line tickets.

Technologies:

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

More:

We are working with a great IT service provider to recruit a Service Desk Engineer to join our team. The role is based in our office close to Amersham and is a Monday to Friday position on a day shift. This is a great opportunity for someone with MSP support experience who is looking for a new challenge and wants to grow and develop. The role involves supporting multiple clients and occasionally working on client sites.

last updated 36 week of 2026