1st​/2nd Line Support Engineer

1st / 2nd Line IT Support Engineer (Internal Systems)
About the Role

We are looking for a proactive and service-driven 1st / 2nd Line IT Support Engineer to join our internal IT team within a fast-paced MSP environment. Unlike a traditional MSP support role, this position focuses exclusively on supporting our own internal staff, systems, applications, and infrastructure
.

This is an excellent opportunity for someone early in their IT career who wants to build a solid technical foundation, gain exposure to a broad range of technologies across the Microsoft ecosystem, and progress into roles such as Senior IT Support Engineer, Network Engineer, or Security Engineer
.

• Provide first and second-line support to internal users across multiple offices and remote locations.
• Troubleshoot issues across Windows desktop and server environments, Microsoft 365, Azure AD, and common business applications.
• Resolve incidents via phone, email, remote tools, and in-person support.
• Manage and elevate tickets effectively within SLAs.

• Microsoft 365 (Exchange, SharePoint, Teams)
• Azure AD / Active Directory
• Endpoint management tools (Intune/Autopilot)
• Windows Server services (DNS, DHCP, Group Policy)
• Support internal networking infrastructure (switches, firewalls, Wi‑Fi) at a basic troubleshooting level.

• Build and configure laptops, desktops, and mobile devices.
• Maintain asset registers, hardware inventory, and documentation.
• Support onboarding and offboarding processes (account creation, device provisioning).
• Monitor system performance and respond to alerts.

• Assist with internal infrastructure upgrades, migrations, and improvement initiatives.
• Take ownership of small internal IT projects under guidance from senior engineers.

• Experience in a 1st or 2nd line support role (MSP experience advantageous but not required).
• Strong technical understanding of:
• Windows 10/11
• Microsoft 365 administration
• Active Directory / Azure AD
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• Comfortable with remote support tools and ITSM/ticketing systems.
• Ability to communicate clearly with users of all technical levels.