Information Technology Support Engineer

Gloucester Hybrid 2-3 days a week WFH | Sector :
Managed Service Provider

Our client is a well-regarded Managed Service Provider based in Gloucestershire, delivering high-quality IT consultancy and managed services to a broad range of business clients. With a friendly, collaborative culture and a genuine focus on people development, they offer a fantastic environment to build your IT career. They pride themselves on the quality of their team and the level of service they deliver — and they're now looking for an IT Support Engineer to join them.

This is a first-line IT support role with real responsibility. You'll be the first point of contact for users across a varied client base, taking ownership of incidents and service requests from initial log through to resolution. The team is on a journey from reactive break/fix to a more proactive support model, and this role plays an active part in that — identifying trends, contributing to knowledge sharing, and helping to reduce avoidable support demand.

• Providing high-quality first-line remote support to users across a varied client base via phone, email and ticketing systems
• Taking ownership of incidents and service requests from initial contact through to resolution, keeping users informed throughout
• Triaging, categorising and prioritising tickets effectively in line with impact, urgency and SLA requirements
• Investigating and resolving desktop, Microsoft 365, connectivity, access, application and device-related issues
• Identifying recurring issues and trends, raising improvement opportunities with the team lead
• Escalating issues to senior engineers with clear details of troubleshooting completed and evidence gathered
• Maintaining accurate ticket records including notes, time entries and resolution details
• Creating and updating knowledge base articles and known fixes to improve first-time fix rates
• Attending client sites where required to resolve issues or support agreed service activities
• Working collaboratively with the team to share knowledge and contribute to continual service improvement

• Microsoft 365 administration and troubleshooting experience, including Exchange Online
• Basic networking knowledge — LAN, WAN, wireless and firewall concepts
• Experience using ticketing systems or PSA tools
• Strong communication skills — clear, calm and professional with users at all levels
• Good attention to detail when documenting tickets, resolutions and customer communications
• Awareness of ITIL best practice — incident management, service request fulfilment and problem management
• MSP experience is desirable but not essential
• Familiarity with Intune, Cisco Meraki or RMM tools is advantageous

• Competitive salary, reviewed in line with experience and performance
• Option to purchase additional annual leave
• Company pension
• Ongoing training, certification support and clear progression pathways
• Exposure to a wide range of technologies, clients and projects
• Supportive, collaborative team environment with a genuine focus on development