About this role
Salary: £32,000 - 37,000 per year
Requirements: Excellent knowledge of Windows 11 installation and configurationExcellent knowledge of macOS installation and configurationExcellent knowledge of Microsoft 365 administrative suite, including Intune, SharePoint, Teams, Exchange, and Entra IDExposure to email filtering technologies such as Mimecast, Barracuda, or Sophos Email GatewayExposure to Microsoft Server OS and server roles, including 2016, 2019, 2022, and 2025Exposure to and troubleshooting knowledge of networking-related items such as firewalls, switches, and wireless2+ years of experience working with medium to large businessesExcellent knowledge of user and group management, both on-premises and in EntraExcellent knowledge of scripting and RPA automationsAbility to learn quickly and work on your feetStrong communication skillsExcellent troubleshooting and problem-solving skillsStrong customer experience focusPositive attitude to workCommitment to continuous improvementAbility to work independently under pressureMinimum of 3 years of IT experience in a corporate or services environmentDriving licence and own transportAbility to obtain a DBS certificateDesirable certifications include Sophos Central/XG Firewall, Microsoft MS-102, MD-102, MS-700, AZ-900, Apple Certified Support, and CompTIA A+Desirable experience with wireless management tools such as Ubiquiti and MerakiDesirable experience with Group Policy and Intune policy management Responsibilities: We act as the first point of contact for incoming support calls, emails, and sessions when neededWe handle escalations from apprentices and Tier 1 engineersWe log all support calls in the system and keep clients updatedWe manage incidents and request tickets to meet agreed SLAsWe provide support to our clientsWe support the Tier 2 Manager with business improvement initiativesWe support apprentices and Tier 1 engineersWe manage and maintain escalations from apprentices and Tier 1 engineersWe communicate daily with clients about open ticketsWe manage client expectations on ongoing ticketsWe ensure client-related problems are logged correctlyWe inform the Tier 2 Manager of tickets requiring escalationWe work with clients third-party suppliers and vendors when appropriateWe adhere to company policies and proceduresWe ensure role-related KPIs are metWe log, manage, and resolve client IT issuesWe maintain and improve cloud infrastructureWe compose requests for changeWe manage client onboarding and offboarding, ensuring all tasks are completedWe maintain client documentation so it remains relevantWe undertake other reasonable duties as required to support the business Technologies: CloudFirewallSupportmacOSMicrosoft 365RPASharePointWindowsOffice 365Architect More:
We are one of the UKs leading technology specialists, proudly recognised as a World Class Place to Work by Best Companies and ranked as the #1 Technology Company to Work For in the UK. We offer a salary of £37k and a strong benefits package including 25+ days holiday plus bank holidays, flexible working with WFH incentives, Bupa Cash Plan, Electric Vehicle Scheme, Cycle Scheme, discounted gym membership, a paid charity day, and car parking. This is a 2nd Line Engineer role based in Abingdon, supporting our MSP clients and helping us deliver excellent service, continuous improvement, and a strong customer experience.
last updated 33 week of 2026