Support Desk

JGR Recruitment & Training Ltd; Bridgend; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

Bonus and commission opportunities

Company pension scheme

Perkbox benefits portal

Birthday day off

Gym contribution

Counselling support

Wellbeing initiatives

Free parking

Job summary

JGR Recruitment & Training Ltd. is seeking a Level 2 Engineer for our Bridgend head office to join a busy MSP support team. The role involves hands-on troubleshooting across Microsoft 365, cloud platforms, endpoints, networking and telecoms environments.

Progression is a focus with training and certifications offered to develop towards more senior technical and project-focused roles within the business.

Qualifications

• Experience in an MSP or fast paced IT support environment.
• Strong troubleshooting skills and ability to identify root causes.
• Solid knowledge of Microsoft 365, Windows and networking fundamentals.

Responsibilities

• Provide 2nd line remote support across a varied customer base.
• Troubleshoot Microsoft 365, Windows, networking and cloud issues.
• Assist with onboarding, device management and endpoint troubleshooting.
• Support telecoms/VoIP related queries and escalate to Level 3 when needed.
• Maintain documentation, update tickets, and contribute to knowledge base.
• Work with customers to deliver excellent service and clear communication.

Skills

MSP experience

Troubleshooting

Microsoft 365

Networking basics

Tools

Ticketing systems

Remote support tools

Job description

Location: Bridgend

Salary: Competitive (Depending on Experience)

Job Type: Full-time, Permanent

The Role

We’re looking for a Level 2 Engineer to join our Support team, based from our Bridgend Head Office.

This is a hands‑on technical role supporting a wide range of customers across Microsoft 365, cloud platforms, endpoints, networking, and telecoms environments. You’ll work closely with both customers and internal teams to troubleshoot issues, deliver excellent support, and help maintain secure and reliable IT environments.

The role is ideal for someone with MSP experience who enjoys problem solving, working across varied technologies, and developing their technical skills within a fast‑paced and supportive team environment.

Progression is a major focus within the Support Department. You’ll be given exposure to a wide range of technologies, supported through training and certifications, and encouraged to continue developing towards more senior technical and project‑focused roles within the business.

What You’ll Be Doing

As a Level 2 Engineer, you’ll be supporting a wide range of customers across Microsoft 365, cloud, networking, endpoint, and telecoms environments as part of our fast‑paced Support team.

No two days are the same in an MSP environment — one moment you could be resolving a complex Microsoft 365 issue, the next supporting a networking fault, assisting with a VoIP query, or working alongside senior engineers on escalated incidents and customer projects.

• Providing 2nd line remote support across a varied customer base
• Troubleshooting issues across Microsoft 365, Windows devices, networking, and cloud platforms
• Supporting user onboarding, device management, and endpoint troubleshooting
• Assisting with telecoms and VoIP‑related support queries
• Escalating and collaborating on more complex technical issues with Level 3 engineers
• Maintaining accurate documentation, ticket updates, and contributing to the Knowledge Base
• Working closely with customers to deliver excellent service and clear communication
• Continuously developing your technical knowledge across multiple technologies and solutions

What We’re Looking For

We’re looking for someone who enjoys solving problems, learning new technologies, and working in a collaborative MSP environment where no two days are the same.

You’ll probably be someone who:

• Has previous experience working within an MSP or fast‑paced IT support environment
• Enjoys troubleshooting and getting to the root cause of technical issues
• Has strong knowledge of Microsoft 365, Windows environments, and networking fundamentals
• Communicates confidently with both customers and colleagues
• Is organised, proactive, and able to manage workload effectively
• Takes pride in delivering a high level of customer service
• Wants to continue developing technically and progress within a growing IT support team
• Enjoys working as part of a supportive team culture with opportunities to learn and grow

Financial & Core Benefits

• Competitive salary with annual review
• Bonus and commission opportunities
• Company pension scheme
• Perkbox benefits portal membership
• Increasing holiday allowance with service
• Birthday day off
• Family First flexibility to support home and work balance
• Gym contribution and wellbeing programme
• Funded counselling and physio support
• Wellbeing Champions across the business
• Free parking and access to company fleet vehicles

Culture & Development

• Regular team and company events
• Clear progression pathways into Account Management and wider career routes
• Fully funded training and industry certifications
• Supportive, high‑performance MSP environment across IT, Cyber Security and Telecoms

Eligibility Criteria

To be considered for this role, applicants must:

• Be prepared to complete a DBS check as part of the induction process.
• Be based in the UK and able to attend the local office associated with this role.
• Have full right to work in the UK. We do not offer visa sponsorship.
• Provide accurate and verifiable employment history.