L2 Support Technician / IT Support Engineer

Client First Solutions; Manchester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Client First Solutions in Manchester is seeking an experienced IT Support Engineer (L1/L2) to join our growing MSP team. This hands-on role covers multiple customer environments, with support via phone, email, WhatsApp and remote tools, taking ownership from initial contact to resolution.

You will thrive in a busy MSP setting, troubleshooting Microsoft 365, Windows, AD, VPNs and network issues, with on-call support when needed. The role is based at our office near Manchester Airport.

Qualifications

• Experience in MSP or busy service desk environment.
• Strong Level 1 with Level 2 support experience.
• Good knowledge of Microsoft 365 and Windows.
• Ability to manage multiple tasks and priorities.
• 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 account, application and connectivity issues.
• Support and troubleshoot Azure Virtual Desktop (AVD) environments.
• Manage multiple tickets and customer requests simultaneously.
• Keep customers updated and maintain clear ticket notes.
• Assist with user onboarding and offboarding.
• Manage permissions and Microsoft 365 administration.
• Diagnose issues before escalating to senior engineers.
• Support the wider IT team with customer projects and changes.
• Provide on-call or out-of-hours support when required.

Skills

MSP IT support

Customer communication

Microsoft 365

Windows environments

Troubleshooting

Multi-tasking

On-call support

Remote support

Tools

Azure Virtual Desktop (AVD)

RMM tools

Remote support tools

Job description

We are looking for an experiencedL1/L2 IT Support Engineerto join our growing MSP team.

This is a hands-on support role working across multiple customer environments. You will provide technical support viaphone, email, WhatsApp and remote support tools, taking ownership of issues from initial contact through to resolution.

The role would suit someone who is comfortable working in a busy MSP environment, can manage several issues at once and has the technical confidence to troubleshoot beyond basic first-line support.

Key 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 account, application and connectivity issues.
• Support and troubleshootAzure 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.

What We're Looking For

• Previous experience working in anMSP, 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.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks and priorities.
• Confident speaking to customers over the phone.
• Organised, reliable and able to take ownership of technical issues.
• Willingness to participate in on-call support when required.

Experience with any of the following would be beneficial:

• Exchange Online
• SharePoint and OneDrive
• Active Directory
• VPNs and networking
• Firewalls
• RMM tools
• Supporting remote users

About the Role

You will be joining a growing technical team supporting a range of business customers.

This is not a scripted call-centre helpdesk role. We are looking for someone who can investigate problems properly, take responsibility for customer issues and work efficiently in a fast-paced MSP environment.

The successful candidate will be expected to work from our office nearManchester Airport.