We are currently seeking an experienced Support Engineer for our client based in Bury St Edmunds who are a managed service provider of IT services for clients based all over East Anglia. This role is a full-time permanent position and will be working remotely from home and also based in the field looking after clients in Suffolk and sometimes Cambridge on occasion. The company The company are a friendly team who provide Managed Service Provider IT support services and solutions to a wide range of customers in East Anglia. You will be joining a small team who work to ensure customers are provided with the best service and well as supporting each other on a daily basis. A rapidly growing company, they pride themselves on providing excellent customer service, proactive IT management and technical expertise with a string focus on Microsoft 365 Services. The role Within this role you will be one of the firsts point of contact for clients, resolving a wide range of technical issues, escalating where necessary and ensuring an excellent customer experience. On a daily basis you will work with Microsoft 365 alongside other critical IT systems and tools, helping businesses get the most from their technology. Based in Bury St Edmunds (or close by) you will be the primary field engineer for clients in Bury and surrounding areas including Cambridgeshire on occasion. Duties and Responsibilities Act as first point of contact for client support queries via the company ticketing system and responding through phone calls and emails Diagnose and resolve 1 st and 2 nd line technical issues including Microsoft 365 (Exchange Online, SharePoint, OneDrive, Team, Intune) Windows 10/11 desktops and laptops Basic networking (DNS, DHCP, VPNs, firewalls, Wi-Fi) Printers, peripherals, and general hardware troubleshooting Manage user accounts, permissions and security within Microsoft 365 and Active Directory Escalate complex issues to senior engineers or 3 rd line support when required Maintain accurate documentation of tickets, fixes and configurations Support client onboarding, including new user setups and device deployments Deliver excellent customer service and supporting building strong client relationships Provide on site assistance where required The Person For this important role we are seeking someone with the following skills and attributes Essential: Previous experience in a 1 st or 2 nd line IT support role, ideally within an MSP Strong knowledge of Microsoft 365 administration (Exchange Online, Teams, SharePoint, OneDrive, Intune) A good understanding of Windows desktop operating systems and Office applications as well as mobile operating systems and applications Basic networking knowledge (TCP/IP, DNS. VPMs) Experience with Active Directory and user managements Excellent problem-solving skills and ability to work under pressure Strong communication and customer service skills A driving licence and car Desirable: Experience in Azure Active Directory and conditional access Knowledge of RMM/EDR/SOC/ PAS tools Microsoft certifications (e.g. MS-900, MD – 100 and MS- 100) Exposure to backup solutions, antivirus and security tools Details This role is offered on a Full-time, permanent basis and a starting salary of £25,000 - £28,000 depending on experience. How to Apply Please apply to Gemma Turp through our website or alternatively, you can email a copy of your CV and covering letter to gemma@horizoneast.co.uk We aim to respond with specific feedback to every applicant via email within 14 days. However, as we are a small two-person independent agency, if we are extremely busy this may take longer. If you would like feedback sooner, then feel free to contact us via email and we will come back to you ASAP. About Horizon Horizon Search and Selection Ltd is owned and run by Gemma and Kate from our private offices in Bury St Edmunds. We’ve been in business for 12 years but have a combined 30(ish!) years’ recruitment experience between us. We’re friendly recruitment folks and love what we do. Here, we are acting as an employment agency on behalf of our client, the employer. We act as the ‘introducers’, so if you are successful, you will be directly employed by our client. We never share your details with anyone (including our client) without your consent. Any questions? Get in touch! GDPR Please note that all applications and enquiries are treated in the strictest of confidence. As part of our GDPR compliance, your CV and contact details will not be held by us for longer than 30 days unless written consent to do so is requested and obtained. Your CV and contact details will never be shared by us with a 3 rd party unless specific consent has been obtained to do so. For more information on our privacy policies and how we comply to the GDPR then please visit our website and click on our privacy policy at the bottom of the page. Find us on Facebook & LinkedIn (Horizon Search & Selection Ltd) and Twitter (@Horizon_East), as well as Instagram (@horizonsearchandselection)