1st / 2nd Line Support Engineer

About the role

We are recruiting a 1st / 2nd Line Support Engineer for a well‑established Managed Service Provider in Ashford, Kent. The office‑based position offers hands‑on exposure to Microsoft 365, Windows desktop environments and core infrastructure, ideal for candidates looking to progress from strong 1st line support to broader 2nd line responsibilities.

Key responsibilities

• Act as a key point of contact for incoming support tickets.
• Provide remote 1st and 2nd line support to external clients.
• Troubleshoot Microsoft 365 and Windows desktop issues.
• Manage Active Directory tasks, including users, permissions and group policy.
• Support endpoint and Intune‑related queries.
• Investigate basic networking problems (DNS, DHCP, TCP/IP).
• Escalate complex issues to senior engineers.
• Maintain accurate ticket updates and documentation.
• Occasionally attend client sites when operating at 2nd line level.

Required profile

• Experience in a 1st Line or 2nd Line IT support role.
• MSP experience is highly desirable.
• Strong customer service and communication skills.
• Good troubleshooting mindset.
• Organised and comfortable managing tickets.
• Full driving licence beneficial (not essential at 1st line level).

Required skills

• Windows desktop environments.
• Microsoft 365 (Exchange, Teams, SharePoint).
• Active Directory.
• Intune / endpoint management.
• Basic networking (DNS, DHCP, TCP/IP).
• Helpdesk / ticketing systems.
• Printers and end‑user hardware.

What we offer

• Supportive MSP environment with real progression.
• Exposure to a broad client base and modern tech stack.
• Clear pathway into 2nd line and beyond.
• Structured team with strong knowledge sharing.
• Up to £32k depending on experience.