IT Support Engineer / Field Engineer (MSP)

Salary: £35,000 – 42,000 per year

Requirements

• We need someone who understands how a good MSP should operate.
• Proven experience as a Level 2 IT Support Engineer or 2nd Line Engineer within an MSP.
• Confidence handling escalations and more complex technical issues.
• Strong experience with ticketing systems, SLAs, and prioritisation.
• Solid experience with the Microsoft 365 stack, including Azure AD/Entra ID, Intune, and Exchange Online.
• Strong knowledge of Windows, macOS, and networking fundamentals.
• Experience with Ubiquiti UniFi is desirable.
• Strong troubleshooting and analytical skills.
• Confident, professional communicator with customers, both technical and non-technical.
• A cyber security-first mindset.
• Full UK driving licence.

Responsibilities

• Own and resolve issues and escalated service desk tickets.
• Diagnose and troubleshoot a wide variety of technical issues.
• Visit client sites for installations, upgrades, and advanced fault-finding.
• Work directly with customers in their homes and businesses.
• Manage and support Microsoft 365 environments, including Azure AD, Intune, security, and licensing.
• Support Windows and macOS environments.
• Install, configure, and troubleshoot networks, including routers, switches, WiFi, and VPNs.
• Deploy and support Ubiquiti UniFi solutions.
• Carry out proactive MSP tasks, including patching, monitoring, and maintenance via RMM tools.
• Work to and manage SLAs, ticket quality, and prioritisation.
• Maintain documentation and contribute to service improvement.
• Apply a security-first mindset aligned to Cyber Essentials standards.

Technologies

• Azure
• Support
• macOS
• Microsoft 365
• Security
• Windows
• Office 365
• Cloud

More

We are an evolving MSP in the South West offering a hands‑on IT support role that combines remote support with on‑site engineering across both business and residential customers. This is a genuinely varied position with desk and field work, autonomy, and the opportunity to influence how we evolve our MSP business. We offer a company van or mileage reimbursement, 29 days holiday including bank holidays, a pension scheme, training and certification support, exposure to modern MSP tools and security practices, all equipment and branded kit provided, and the chance to join a small, experienced, and supportive team where your input matters.

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