1st / 2nd Line Support Engineer
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Ashford, Kent Office-based Up to £32,000 DOE
Are you currently working in IT support and ready to strengthen your technical skills?
Do you enjoy troubleshooting across Microsoft 365, desktop, and user environments?
Are you looking for an MSP where you can genuinely progress, not stay stuck on the same tickets?
If so, this could be a strong next step.
We are recruiting for a 1st / 2nd Line Support Engineer to join a well-established Managed Service Provider in Ashford. This role is ideal for someone operating at strong 1st Line level or early 2nd Line who wants broader exposure and clear development.
The Opportunity
You will join a busy, collaborative service desk supporting a wide range of external clients. The environment is structured but fast-moving, and you will gain hands-on exposure across desktop, Microsoft 365, and core infrastructure support.
This is an office-based role designed to support learning, knowledge sharing, and technical progression.
What You Will Be Doing
Acting as a key point of contact for incoming support tickets
Providing remote 1st and 2nd line support to clients
Troubleshooting Microsoft 365 and Windows desktop issues
Managing Active Directory tasks (users, permissions, group policy)
Supporting endpoint and Intune-related queries
Investigating basic networking issues (DNS, DHCP, TCP/IP)
Escalating more complex issues to senior engineers
Maintaining accurate ticket updates and documentation
Occasionally attending client sites (if at 2nd line level)
Technologies You Will Work With
Experience in some of the following is beneficial:
Windows desktop environments
Microsoft 365 (Exchange, Teams, SharePoint)
Active Directory
Intune / endpoint management
Basic networking (DNS, DHCP, TCP/IP)
Helpdesk / ticketing systems
Printers and end-user hardware
You do not need everything solid fundamentals and the right attitude matter most.
What We Are Looking For
Experience in a 1st Line or 2nd Line IT support role
MSP experience is highly desirable
Strong customer service and communication skills
Good troubleshooting mindset
Organised and comfortable managing tickets
Full driving licence beneficial (not essential at 1st line level)
Why Join? xsngvjr
Supportive MSP environment with real progression
Exposure to a broad client base and modern tech stack
Clear pathway into 2nd Line and beyond
Structured team with strong knowledge sharing
Up to £32k depending on experience
If you are currently in 1st Line and edging into 2nd, or already operating at 2nd Line level and want a supportive MSP environment, this is well worth a conversation.