Do you thrive on solving technical problems and delivering top-notch IT support? We’re looking for a skilled and motivated IT Support Engineer to join our dynamic team, based in either Eastbourne, London or the Bath/Bristol area, supporting clients through a mix of remote, in-office and on-site work.
In this role, you’ll be the first point of contact for technical issues, managing incoming calls and tickets via our helpdesk system, and handling a wide range of incidents, service requests, and general queries. Your responsibilities will include both day-to-day troubleshooting and contributing to longer-term projects. For more complex challenges, you’ll collaborate with Senior IT Support Engineers to ensure smooth escalation and effective resolution.

REQUIRED EXPERIENCE/SKILLS:

· Proven experience in the IT services sector, ideally within a Managed Service Provider (MSP) environment
· Strong Windows Server administration skills
· Solid understanding of core IT security principles and best practices
· Hands-on experience with Microsoft 365 setup, configuration, and administration
· Working knowledge of IP networking, VoIP/SIP systems (preferably 3CX), and video conferencing technologies
· Proficient in managing and supporting VPN solutions
· Familiarity with ticketing systems and Remote Monitoring & Management (RMM) tools
· Excellent troubleshooting, problem-solving, and risk management capabilities
· Meticulous attention to detail with a commitment to following procedures
· Flexible and adaptable, able to respond to changing priorities
· Clear and confident communicator, both written and verbal
· Strong organisational skills with the ability to manage multiple tasks effectively
· Proactive and service-oriented approach to support delivery
· Able to work independently as well as collaboratively, with a strong team ethic and awareness of impact on others
· Comfortable working across diverse client environments
· Willingness to travel to client sites as required

· Log, prioritise, and resolve support requests using the helpdesk ticketing system
· Serve as the initial point of contact for incoming calls to the helpdesk, meeting company standards for responsiveness and call handling
· Ensure compliance with defined Service Level Agreements (SLAs) within the Halo PSA system
· Manage unassigned tickets, live chats, and phone calls, applying appropriate prioritisation and ensuring SLAs are correctly assigned
· Perform on-site client visits when required to provide hands-on support
· Provide flexible support across the helpdesk team as needed
· Work empathetically with customers to understand their issues and deliver timely, effective resolutions
· Participate in project work, including software rollouts, hardware upgrades, and other IT infrastructure tasks for contracted clients
· Handle multiple active cases simultaneously, effectively prioritising tasks, setting expectations, and managing workload
· Collaborate with senior and peer-level engineers on complex issues to ensure quick and efficient resolution while maintaining high customer satisfaction
· Conduct regular system monitoring and routine checks on internal and client infrastructure
· Take a proactive approach to personal development and performance improvement
· Keep all client documentation and knowledge base content up to date and accurate
· Ensure all support tickets are thoroughly documented with detailed actions and outcomes