Salary: £25,000 - 27,000 per year Requirements: We are looking for a current 1st Line Engineer ready to take the next step into a Senior 1st Line or 2nd Line role Experience logging, categorising, prioritising, and managing customer incidents through to resolution Strong customer service focus with the ability to meet SLAs Excellent communication skills with customers, third-party suppliers, and colleagues Ability to create, manage, and maintain user accounts, permissions, and access profiles Awareness of cyber security issues and the tools and methods used to address threats Experience installing, configuring, and supporting standard business applications Ability to configure and troubleshoot printers, peripherals, and end-user devices Experience supporting users with password resets and basic access-related issues Strong attention to detail and accurate record-keeping in ticketing and documentation systems Ability to work collaboratively as part of a team Enthusiasm for technology and a continuous improvement mindset Willingness to work in line with company processes, security policies, and ISO 27001 compliance standards Full driving licence is essential for customer site visits Based in or able to work from our Chatteris office near Cambridge Full-time, permanent role Salary expectation aligned to experience, starting from £25,000 to £27,000 per year Responsibilities: Log, categorise, prioritise, and manage customer incidents from request through to resolution, keeping customers updated throughout Deliver a customer-first service and ensure SLAs are met Communicate effectively with customers, third-party suppliers, and colleagues Create, manage, and maintain user accounts, permissions, and access profiles according to customer requirements Use the available tools and methods to help tackle cyber security issues and threats Attend customer sites as required for break/fix work or scheduled on-site support visits Install, configure, and support standard business applications Configure and troubleshoot printers, peripherals, and end-user devices Support users with password resets and basic access-related issues Maintain accurate ticket updates, technical documentation, and customer records within Halo Contribute to continuous improvement initiatives and knowledge sharing Help maintain a high standard of service across the team Work in accordance with company processes, security policies, and our ISO 27001 compliance standard Technologies: Support Network Security ARM More: We are one of the UKs largest independently owned communication solutions providers, delivering MSP support, IT professional services, telephony, and connectivity products and services nationwide. We pride ourselves on strong relationships with our customers and our people, and we are committed to delivering an exceptional customer experience, reflected in our industry-leading Net Promoter Score of 89 and our recognition as Vodafones Unified Communications Partner of the Year. Our MSP team has grown significantly through recent acquisitions, and we are looking for someone to join our Cambridge-based team and wider MSP network. The role is based in our Chatteris office on the outskirts of Cambridge, with customer site visits becoming an important part of the position after induction. The team currently works shifts of 08:30-16:30 and 09:00-17:00, and the salary for the role is between £25,000 and £27,000 depending on experience. We are an Equal Opportunities employer and welcome applications from all individuals. last updated 24 week of 2026