Intermediate IT Support Engineer

• Join a small IT support team providing hands-on support to multiple clients. This role offers varied technical work across desktops, servers, networks, cloud services and security, with the opportunity to take ownership and contribute to improvements.
• Seeking an experienced support engineer with the technical ability to handle complex, third-line issues and the willingness to assist with everyday user requests. All team members share responsibility for tickets, from setting up users and resolving email problems to restoring servers and troubleshooting network outages. Previous experience working for a Managed Service Provider (MSP) is essential and non-negotiable

Minimum Requirements:

• 5 or more years’ experience in IT support and infrastructure management.
• 3 or more years’ experience within a Managed Service Provider (MSP), supporting multiple clients against service level agreements. This is essential and non-negotiable.
• National Diploma in IT or equivalent.
• Strong Windows desktop and Windows Server support experience.
• Experience with Active Directory, Group Policy, DNS, DHCP, shared folders and permissions.
• Experience administering Microsoft 365, including Exchange Online, SharePoint, OneDrive and Teams.
• Strong networking knowledge, including VLANs, routing, switching, wireless networks and firewalls.
• Experience with Meraki, Netgear, Ubiquiti UniFi or comparable networking technologies.
• Experience with virtualisation platforms such as Hyper-V, VMware or Proxmox.
• Experience with backup and recovery tools such as Veeam, including cloud backup storage.
• Familiarity with remote monitoring, ticketing and endpoint security tools.
• Working knowledge of VoIP systems and network printers.
• Exposure to video surveillance and access control systems, including HikCentral, Dahua or similar platforms.
• ITIL Foundation certification or practical knowledge of ITIL-aligned support processes.
• Valid driver’s licence and reliable own vehicle.
• Microsoft certifications, Security+ and cPanel/Linux hosting experience advantageous.

Duties and Responsibilities:

• Provide first-, second- and third-line support across multiple client environments.
• Set up users, configure new computers and resolve hardware, software, connectivity, email and access issues.
• Install, configure and maintain desktops, servers, network equipment and virtual infrastructure.
• Administer Microsoft 365 users, mailboxes, licences, permissions and email security.
• Diagnose and resolve server failures, network outages and other critical incidents.
• Assist with network and infrastructure design, changes, installation and commissioning.
• Monitor system health, security alerts, storage capacity and backup status.
• Perform preventative maintenance, patching, upgrades and scheduled reboots, including after-hours oversight where required.
• Check for additional faults, risks or incorrect configurations while working on devices and systems. Resolve these where possible or log and communicate follow-up work.
• Investigate recurring problems and address their underlying causes.
• Support printers, VoIP, surveillance, access control and hosting services.
• Prioritise tickets, keep clients informed and maintain accurate documentation, configuration records and timesheets.
• Handle client information securely and follow data protection procedures.

What We’re Looking For:

• A practical, approachable team member who takes initiative, works independently and follows issues through to resolution. You should communicate clearly, remain calm under pressure and be comfortable handling both routine support requests and complex technical work.