1st / 2nd Line Support Engineer

1st / 2nd Line Support Engineer

Ashford, Kent - Office-based

Up to £32,000 DOE

Are you currently working in IT support and ready to strengthen your technical skills?

Do you enjoy troubleshooting across Microsoft 365, desktop, and user environments?

Are you looking for an MSP where you can genuinely progress, not stay stuck on the same tickets?

If so, this could be a strong next step.

We are recruiting for a 1st / 2nd Line Support Engineer to join a well-established Managed Service Provider in Ashford. This role is ideal for someone operating at strong 1st Line level or early 2nd Line who wants broader exposure and clear development.

The Opportunity

You will join a busy, collaborative service desk supporting a wide range of external clients. The environment is structured but fast-moving, and you will gain hands-on exposure across desktop, Microsoft 365, and core infrastructure support.

This is an office-based role designed to support learning, knowledge sharing, and technical progression.

What You Will Be Doing

• Acting as a key point of contact for incoming support tickets
• Providing remote 1st and 2nd line support to clients
• Troubleshooting Microsoft 365 and Windows desktop issues
• Managing Active Directory tasks (users, permissions, group policy)
• Supporting endpoint and Intune-related queries
• Investigating basic networking issues (DNS, DHCP, TCP/IP)
• Escalating more complex issues to senior engineers
• Maintaining accurate ticket updates and documentation
• Occasionally attending client sites (if at 2nd line level)

Technologies You Will Work With

Experience in some of the following is beneficial:

• 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

You do not need everything solid fundamentals and the right attitude matter most.

What We Are Looking For

• 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)

Why Join?

• 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

If you are currently in 1st Line and edging into 2nd, or already operating at 2nd Line level and want a supportive MSP environment, this is well worth a conversation.