1st - 2nd Line Support

Job Title: 1st - 2nd Line Support TechnicianLocation: Greater Ipswich (Office-Based)Salary: Up to £35,000 per annumJob Type: Full-Time, Permanent

We are seeking a skilled and customer-focused 1st - 2nd Line Support Technician to join our growing MSP team in local to Ipswich. This role is ideal for someone with MSP experience who thrives in a fast-paced environment and enjoys solving technical issues while delivering excellent customer service.

• Provide 1st and 2nd line IT support to clients, troubleshooting hardware, software, and network issues.

• Respond to support tickets via phone, email, and remote access tools, ensuring timely resolution.

• Escalate complex issues to senior engineers when necessary.

• Manage and maintain client IT systems, including desktops, servers, and networking devices.

• Perform software installations, updates, and configurations.

• Assist with onboarding new clients and users, including setting up accounts and devices.

• Document solutions and maintain accurate records within the ticketing system.

• Maintain a high standard of customer service, ensuring professional and friendly interactions with clients.

• Stay updated on emerging technologies and industry best practices to enhance service delivery.

• Must have a valid driving licence and own transport due to the location of the office.

• Proven experience in an MSP environment providing IT support.

• Strong knowledge of Windows Server, Active Directory, Office 365, and networking fundamentals.

• Experience troubleshooting desktops, laptops, printers, and mobile devices.

• Familiarity with remote support tools and ticketing systems.

• Excellent communication and interpersonal skills with a customer-first approach.

• Ability to work independently and as part of a team.

• Strong problem-solving skills and ability to work under pressure.

• Must be able to work full-time in the office.

• Experience with virtualisation technologies (VMware, Hyper-V).

• Understanding of cybersecurity best practices.

• Industry certifications (e.g., CompTIA, Microsoft, ITIL) are a plus.

• Competitive salary of up to £35,000 per annum.

• A collaborative and supportive work environment.

• Opportunities for career growth and professional development.

• Exposure to a wide range of technologies and industries.

If you have MSP experience, strong customer service skills, and the ability to work in-office full-time, we want to hear from you!