Title: Support Engineer (First & Second Line)
Job Type: FTE
Location: Dartford, UK
Supporting First & Second Line, you’ll be the go-to person for resolving a range of technical issues — from basic user support to more complex infrastructure and network troubleshooting. This is a hands-on role in a fast-paced MSP environment, offering the opportunity to work across a broad range of technologies and grow within a skilled technical team.
Key Responsibilities
• Act as the first point of contact for clients via phone, email, and remote tools, logging all support incidents.
• Diagnose and resolve first-line issues, including login problems, Office 365 queries, and general system errors.
• Escalate or resolve second-line issues involving:
o Network connectivity
o Windows Server administration
o Printer, VoIP, VPN, and cloud-related faults
• Perform user account management via Active Directory and Microsoft 365 Admin Centre.
• Work with ticketing systems to track, update, and close incidents according to SLA.
• Document solutions and contribute to internal knowledge base.
• Liaise with third-party providers and escalate to 3rd line when needed.
Skills & Experience
Essential
• Strong understanding of Microsoft Windows 10/11 and Office 365.
• Working knowledge of Active Directory, DNS/DHCP, Group Policy.
• Familiarity with remote desktop tools and IT ticketing systems.
• Basic networking knowledge (IP, subnets, routers, switches).
• Excellent communication and customer service skills.
Desirable
• Experience supporting virtualised environments (e.g., VMware or Hyper-V).
• Familiarity with Microsoft Azure or other cloud platforms.
• Scripting experience with PowerShell.
• Previous MSP (Managed Service Provider) experience.
Qualifications
• CompTIA A+ / Network+ or equivalent IT support certifications.
• Microsoft certifications (MTA/MCP/MS-900) are a plus.
• ITIL Foundation certification desirable but not essential.
Diverse Lynx LLC is an Equal Employment Opportunity employer. All qualified applicants will receive due consideration for employment without any discrimination. All applicants will be evaluated solely on the basis of their ability, competence and their proven capability to perform the functions outlined in the corresponding role. We promote and support a diverse workforce across all levels in the company. #J-18808-Ljbffr