Before You Apply
This role is only suitable for you if:
* You have worked in an MSP environment
* You have hands-on experience with RMM and PSA tools in a professional capacity
* You are able to work from our office on a daily basis
Applications that do not reflect MSP experience will not be progressed.
About the Role
Were an established MSP looking for an experienced helpdesk engineer to join our front-line support team. This is a role for someone who already knows MSP life - the pace, the variety, the client relationships - and wants to do it somewhere theyll be valued and developed.
Youll be resolving real issues across a broad client base, working across cloud platforms, end-user devices, networking, and server infrastructure. Every ticket is different. Youll grow quickly here.
The role is primarily office-based, with occasional client site visits for on-site issues and project work. It suits a strong L1 looking to grow into L2, or an existing L2 who wants a stable, progressive environment.
What Youll Do
Technical Support
* Resolve user issues via ticketing system, phone, and email - owning tickets through to resolution
* Support and troubleshoot servers and end-user devices including desktops, laptops, mobile devices, and peripherals
* Provide hands-on support across Windows, macOS, and cloud applications
* Administer and troubleshoot Microsoft 365 and the M365 Admin Centre
* Work with Windows Server including AD, Group Policy, and core server roles
* Assist with managed service delivery: backups, patch management, vulnerability management, and security alert monitoring
* Contribute to a cyber security and compliance-focused culture
Networking & Infrastructure
* Work with routers, switches, access points, and other network devices
* Assist with TCP/IP, DNS, LAN, and VPN troubleshooting
* Support firewall configuration and network performance investigations
Client Experience & Collaboration
* Prioritise tickets effectively and respond within agreed SLAs
* Communicate clearly with users of all technical levels
* Collaborate with colleagues to resolve complex issues and improve processes
* Contribute to documentation and the internal knowledge base
* Participate in project work, providing hands-on assistance and technical expertise
What You Bring
Essential
* 2+ years experience in an MSP helpdesk or IT support environment - MSP experience is strongly preferred
* Strong understanding of hardware, software, and troubleshooting methodologies
* Good working knowledge of networking fundamentals and common protocols
* Working knowledge of Windows Server, Active Directory, Microsoft 365, and macOS
* Exposure to RMM and PSA tools
* Excellent communication skills - able to explain technical issues clearly to non-technical users
* Proactive mindset, curiosity about new technologies, and genuine eagerness to learn
* Strong organisation and time-management skills
* Ability to build productive working relationships including with third-party providers
Preferred
* Full UK driving licence and own car (max 6 points)
* Solid L1 experience with growing L2 capability, or established L2 looking for a step up
What Youll Get
* £28,000–£32,000 depending on experience
* Training and certifications paid for - Microsoft, networking, and security relevant to your role
* Comprehensive private healthcare cover for you and your partner (after probation)
* Company pension scheme
* Salary sacrifice programmes
* 20 days annual leave plus bank holidays
* Free on-site parking
* Company events - we celebrate success together
* Dog-friendly office
Strictly no recruiters. UK work authorisation required.
Pay: £28,000.00-£32,000.00 per year
Benefits:
* Casual dress
* Company events
* Company pension
* Free parking
* Private medical insurance
Application question(s):
* Have you worked in a Managed Service Provider (MSP) environment?
* How many years of MSP experience do you have?
* This role is office-based in Wakefield, UK. Are you able to commute to this location for a full-time, in-person role?
Work Location: In person