IT Support Engineer (1st/2nd Line) – MSP

Elmdale IT Services Ltd

Reading

On-site

GBP 26,000 - 38,000

Full time

7 days ago

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Job summary

Elmdale IT Services in Reading is seeking a friendly IT Support Engineer to join our technical team, providing first and second line support remotely and on client sites. You will handle everyday IT issues, investigate faults and assist with installations and maintenance of client systems.

You will own tickets from start to finish, keep clients informed, and collaborate with senior engineers on complex problems.

Qualifications

Previous experience in an IT helpdesk, desktop support or similar role.
Good working knowledge of Windows and Microsoft 365.
Experience troubleshooting computer hardware, software, printers and peripherals.
Understanding of basic networking, including IP addressing, DNS, DHCP and Wi‑Fi.

Responsibilities

Provide first and second line support by telephone, email, remote access and onsite visits.
Log, prioritise and manage tickets through Autotask service desk.
Troubleshoot issues involving Windows devices, Microsoft 365, applications, printers and connectivity.
Keep users informed of progress, explaining technical issues clearly and professionally.
Work towards agreed response and resolution targets.
Escalate issues with clear details of the fault, its impact and the troubleshooting already completed.