Helpdesk Support Engineer 1st/2nd Line Support About the Role Were looking for a skilled and customer-focused Helpdesk Support Engineer to deliver high-quality remote IT support to our business clients. Youll handle 1st and 2nd line tickets, resolve technical issues efficiently, and ensure every client gets a positive experience. This role is ideal for someone who enjoys solving problems, thrives in a busy MSP environment, and has solid experience supporting Microsoft 365, Windows, and networking. Youll work closely with our engineering team for escalations but you wont be required to travel to client sites. Why Join Us? Competitive Salary Based on experience Professional Development Fully funded training and industry certifications Tech Variety Exposure to a broad range of technologies and client setups Career Growth Opportunities to progress to senior technical roles Collaborative Culture Work with a friendly, supportive, and knowledgeable team Key Responsibilities Provide 1st and 2nd line remote technical support to a variety of business clients Manage and resolve tickets via our HaloPSA helpdesk system Install, configure, and support Windows and macOS environments remotely Administer Microsoft 365 services (Exchange Online, Teams, Intune, Defender, SharePoint) Troubleshoot desktop, application, and network issues (VPNs, DNS, DHCP, TCP/IP) Support and maintain endpoint protection, backups, and email filtering solutions Handle user account management via Active Directory and Azure AD Document fixes and configurations thoroughly. Escalate complex technical issues to senior engineers when required Proactively contribute to improving service quality and internal processes About You Youre someone who enjoys helping others and takes pride in solving problems the right way. You work well under pressure, communicate clearly, and keep a positive attitude even on busy days. Essential Requirements Minimum 2 years experience in a Helpdesk / Service Desk role within an MSP or similar environment Strong knowledge of Microsoft 365 administration Experience with Windows 10/11 and macOS support Good understanding of networking fundamentals (VPNs, DNS, DHCP, VLANs, TCP/IP) Excellent written and verbal communication skills Proven ability to manage multiple tickets and prioritise effectively Strong documentation habits and attention to detail Desirable Skills Experience with: Ticketing Systems Mail filtering tools Bitdefender, Microsoft Defender, or any XDR platform Intune device management and compliance policies Microsoft or CompTIA certifications (or a genuine interest in obtaining them well fund it!) Location: Office or hybrid (no onsite client travel required) Hours: Full-time, Monday to Friday Salary: Competitive and dependent on experience Skills: Help Desk Support Remote support 1st Line 2nd Line Active Directory Azure AD M365 Administration