Support Engineer - MSP Experience

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 30,000 - 36,000; Full time

Job summary

A leading IT Managed Service Provider is looking for a 2nd/3rd Line Support Engineer in Newcastle upon Tyne. The role includes providing enterprise-level technical support, troubleshooting various issues, and collaborating within a team. Candidates should have prior MSP experience, strong problem-solving skills, and excellent communication abilities.

Qualifications

• Experience in a technical support role within an MSP is essential.
• Strong knowledge of Windows OS and Server environments is required.
• Hands-on experience with remote support tools (e.g., LogMeIn) is a plus.

Responsibilities

• Provide remote and occasional on-site technical support to clients.
• Troubleshoot and resolve hardware, software, and networking issues.
• Document solutions and build a knowledge base.

Skills

Problem Solving

Communication

Customer Focus

Detail Oriented

Education

IT certifications or formal technical qualifications

Tools

Microsoft 365

Windows OS

Remote Support Tools

Job description

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Support Engineer - MSP Experience, newcastle-upon-tyne, tyne and wear

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Client:

Digital Waffle

Location:

newcastle-upon-tyne, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

2

Posted:

04.06.2025

Expiry Date:

19.07.2025

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Job Description:

Location: Primarily office-based in the Reading area, with occasional visits to client sites

Job Type: Permanent / Full-Time

Salary: £30,000 – £36,000 per annum + up to 10% matched pension contribution

Licence: Full Clean UK Driving Licence required

MSP experience is essential — candidates without prior experience working within a Managed Service Provider will not be considered.

Role Overview:

We are currently seeking a highly capable 2nd/3rd Line Support Engineer to join a growing IT Managed Service Provider (MSP). This is a fantastic opportunity for an experienced technical support professional who thrives in a customer-focused, multi-client environment.

You’ll provide enterprise-level technical support to a diverse client base, supporting the smooth operation of computer systems, software, and hardware. This is a hands-on role suited to someone with strong problem-solving skills, excellent communication abilities, and a proactive, team-oriented mindset.

Key Responsibilities:

• Provide remote and occasional on-site technical support to clients (2nd/3rd line).
• Troubleshoot and resolve issues across hardware, software, and networking.
• Manage tickets and workflows via a helpdesk system.
• Setup, configure, and support desktops, servers, printers, phones, routers, firewalls, and access points.
• Document solutions and build a knowledge base.
• Collaborate with peers and escalate complex issues when necessary.
• Assist with training needs analysis and internal skill development.

Technical Requirements:

• Experience in a technical support role within an MSP (essential).
• Strong knowledge of Windows OS and modern Windows Server environments (Domains, AD, DNS, DHCP).
• Experience with virtualization technologies (VMware vCenter, ESXi or Hyper-V).
• Good understanding of networking fundamentals and hardware components.
• Familiarity with Microsoft 365 suite (Entra, Teams, SharePoint, InTune, Exchange).
• Exposure to backup systems, enterprise firewalls, and email security platforms.
• Hands-on experience with remote support tools (e.g., LogMeIn, Rescue).
• Knowledge of security and cloud file-sharing solutions (e.g., Sophos, Egnyte, Ubiquiti) is advantageous.
• IT certifications or formal technical qualifications are desirable.

Personal Attributes:

• Customer-focused with excellent communication skills (written and verbal).
• Detail-oriented and technically articulate.
• Able to work under pressure and independently manage workloads.
• Collaborative team player with a solution-driven mindset.

Schedule:

• Monday to Friday, 8:45am – 5:45pm
• Occasional paid weekend work may be required
• Travel time to office and client sites is additional

If you're looking to take the next step in your technical support career with a dynamic MSP environment, apply now to join a team where your contribution will make a real impact.