Support Engineer - IT MSP

Coconut Lime Ltd.; Birmingham; Hybrid; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Bonus

Microsoft training

Generous holiday allowance

Remote-friendly work

Job summary

Coconut Lime Ltd. in the United Kingdom is hiring a full-time IT Support Engineer to help business customers resolve IT, networking and telecoms issues.

This remote role includes occasional visits to the Birmingham office, eight-hour days, Monday to Friday, and a path to grow as the company scales. You’ll gain official Microsoft training and a generous holiday allowance, with the potential for a strong bonus as you develop your skills.

Qualifications

• Experience in an IT helpdesk or service desk environment.
• Comfort using remote monitoring and management tools.
• Enjoy investigating problems and delivering practical solutions.
• Excellent customer service and clear communication.
• Strong organisational skills and ability to manage own workload.
• Willing to work remotely with occasional travel to the Birmingham office.
• Curiosity and ongoing willingness to learn.
• Experience supporting Microsoft technologies, networking, Wi‑Fi or VoIP would be particularly useful.

Responsibilities

• Respond to customer support queries.
• Investigate and resolve IT, networking and telecoms issues.
• Manage support tickets through to resolution.
• Use remote monitoring and management tools.
• Explain technical issues clearly to customers.
• Support colleagues with additional technical input.
• Escalate complex issues when appropriate.
• Keep customers informed throughout the support process.
• Deliver excellent customer service to make customers feel looked after.

Skills

IT helpdesk experience

Remote monitoring tools

Problem solving

Customer service

Clear communication

Time/workload management

Willing to travel to Birmingham

Curiosity/learning

Job description

Had enough of never having time to solve your customers’ IT problems?

Do you enjoy making sense of IT and telecoms issues that nobody else can seem to fathom?

Would you love a support role where you can keep learning, give customers a genuinely helpful service and have a manageable workload?

This is a full-time, permanent IT Support Engineer role, helping business customers and colleagues resolve a varied mix of IT, networking and telecoms issues.

Working pattern & location

You’ll be based remotely, with occasional visits to the Birmingham office.

You’ll work eight hours per day, Monday to Friday, with flexibility around your working pattern.

Rather than spending every day chasing an ever-growing list of tickets, you’ll have the opportunity to properly investigate problems, help customers and see issues through to resolution.

What you can expect

You’ll receive:

• A basic salary of up to £40,000.
• The opportunity to earn a good bonus.
• A generous holiday allowance.
• Official Microsoft training.
• Ongoing opportunities to expand your technical knowledge.
• Genuine scope to progress as the company continues to grow.

There’s a real sense of energy within the business, and the team spirit is like no other. This is also a company that promotes internally, so your future development will be taken seriously.

What you’ll actually be doing

You’ll help customers and colleagues solve their IT and telecoms problems, providing a friendly, reassuring and knowledgeable service.

Your role will include:

• Responding to customer support queries.
• Investigating and resolving IT, networking and telecoms issues.
• Managing support tickets through to resolution.
• Using remote monitoring and management tools.
• Explaining technical issues clearly to customers.
• Supporting colleagues when they need additional technical input.
• Escalating more complex issues when appropriate.
• Keeping customers informed throughout the support process.
• Delivering the kind of customer service that makes people feel properly looked after.

You’ll have the chance to develop your knowledge across:

• Remote monitoring and management tools.
• Windows operating systems.
• Microsoft Office.
• Antivirus products.
• PC and server security.
• Active Directory.
• Microsoft Entra ID / Azure AD.
• Wi-Fi.
• VoIP.

You’ll also be able to strengthen your networking knowledge, including:

• VLANs.
• Routing.
• DHCP.
• DNS.
• IP subnets.

What we’re looking for

Ideally, you’ll:

• Have previous experience working in an IT helpdesk or service desk environment.
• Be comfortable using remote monitoring and management tools.
• Enjoy investigating problems and finding practical solutions.
• Care about delivering excellent customer service.
• Be able to explain technical information clearly and patiently.
• Be organised and comfortable managing your own workload.
• Be happy working remotely and travelling occasionally to the Birmingham office.
• Enjoy learning and expanding your technical knowledge.

Experience supporting Microsoft technologies, networking, Wi‑Fi or VoIP would be particularly useful.

You don’t need to know everything from day one. What matters is that you’re curious, customer-focused and prepared to keep learning.

A bit about the environment

This is a growing business with plenty of energy and a strong team spirit.

It’s a company that:

• Gives people time to investigate and resolve problems properly.
• Promotes internally.
• Invests in Microsoft training and technical development.
• Encourages people to expand their skills.
• Recognises good customer service.
• Offers genuine progression as the team grows.

If you get a real buzz from solving the issue that nobody else can fathom, you’ll feel at home here.