About this role
Salary: £35,000 - 42,000 per year
Requirements
- At least 5 years of relevant service desk support experience.
- Practical experience across several areas such as Microsoft 365, Windows Server, Active Directory, Microsoft Entra ID, Group Policy, Intune, Azure, Windows 10/11, networking, firewalls, virtualisation, backup and disaster recovery.
- Strong analytical, troubleshooting and problem-solving skills, with the ability to investigate complex issues independently and take ownership through to resolution.
- Ability to prioritise effectively in a busy, multi-customer environment and remain calm during critical incidents.
- Clear communication skills, including explaining technical issues to non-technical customers, and the ability to produce useful technical documentation.
- A collaborative approach and willingness to share knowledge, keep learning and develop technically.
- Ability to travel independently to our Penistone office at least three days per week.
- Experience with Fortinet/FortiGate, AWS, Ubiquiti, Cisco or Aruba networking, VMware or Hyper-V, Acronis, Smoothwall, PowerShell, or previous MSP work would be advantageous.
- Relevant Microsoft, Fortinet, AWS, CompTIA or other technical certifications are welcome but not required.
Responsibilities
- Take ownership of complex 2nd Line and appropriate 3rd Line incidents through to resolution.
- Act as a technical escalation point for the Service Desk, investigating and resolving complex issues.
- Engage with Field Team engineers when on-site investigation or remediation is required.
- Participate in a regular on-call rota, including Saturday-morning cover for escalated P1 incidents.
- Troubleshoot Microsoft 365, Windows Server, Active Directory, Microsoft Entra ID, Azure and infrastructure issues.
- Diagnose networking issues across LAN, WAN, Wi-Fi and VPN environments, including DNS, DHCP, TCP/IP, VLAN, routing and switching.
- Support firewalls, network security, VMware and Hyper-V environments, Microsoft Intune, backups, endpoints and infrastructure alerts.
- Take ownership during complex or business-critical incidents and lead troubleshooting and root-cause analysis.
- Communicate directly with customers and provide clear technical updates.
- Maintain accurate ticket notes, technical documentation and knowledge articles.
- Provide technical guidance to 1st and 2nd Line engineers and help develop the Service Desks troubleshooting capability.
- Identify recurring issues and contribute to continual service improvement.
Technologies
- AWS
- Active Directory
- Aruba
- Azure
- Cisco
- FortiGate
- Hyper-V
- Support
- LAN
- Microsoft 365
- Microsoft Intune
- Network
- PowerShell
- Security
- TCP/IP
- VPN
- VMware
- Windows
- Office 365
- Cloud
- Firewall
More
We are Blue Box IT, an established Managed Service Provider delivering IT support and technology services to organisations in the education, SME and non-profit sectors. Youll join our growing technical team at the senior end of the Service Desk, working across varied customer environments and technologies, with opportunities to broaden your skills and progress towards 3rd Line. This is a full-time hybrid role based at our offices near Penistone, Sheffield, with at least three days per week in the office and up to two days working remotely.
The salary is £35,000–£42,000 per year, dependent on experience. We offer regular salary reviews, a company pension, private medical insurance, death-in-service benefit, 24 days annual leave plus statutory holidays and your birthday off, cycle-to-work scheme, long-service awards, free on-site parking, funded training and certifications, and ongoing professional development. Additional benefits include wellbeing support, dental insurance, life insurance, sick pay, paid volunteer time, mentoring, company events and additional leave.
last updated 43 week of 2026