1st line/2nd line support engineer

We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base. Key ResponsibilitiesSupport & Triage Act as first point of contact for incoming helpdesk tickets across our client base Triage, prioritise, and categorise tickets in line with SLA commitments Resolve 1st line issues directly and progress 2nd line tickets where skills allow Escalate complex issues to 2nd / 3rd line engineers with clear, well- documented handovers Keep clients informed with clear, professional updates throughout ticket lifecycleMicrosoft 365 Administration �� Support day-to-day administration of:o Microsoft Entra ID (Azure AD)o Exchange Onlineo SharePoint Online & OneDriveo Microsoft Teamso Intune Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access Assist with device enrolment and basic Intune policy troubleshootingSecurity & Compliance Support MFA, Conditional Access, and Identity Protection tasks under senior guidance Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity) Assist with compliance-related requests including retention, DLP, and eDiscovery Flag potential risks and anomalies to senior engineersEndpoint & Workplace Support Troubleshoot Windows 10/11 issues across managed devices Support users with Office apps, Teams, and collaboration tooling Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop)Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition- led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through: A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering) Mentoring from senior engineers with deep experience across the Microsoft stack Exposure to project work alongside day-to-day support, so you build breadth as well as depthSuccessful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands.RequirementsRequired Skills & ExperienceEssential Proven experience in a 1st line or junior 2nd line support role (MSP or internal IT) Hands-on experience administering Microsoft 365 tenants Working knowledge of:o Microsoft Entra ID / Azure AD user and group managemento Exchange Online basics (mailboxes, distribution groups, mail flow troubleshooting)o SharePoint Online and OneDrive permissions and sharing Confident troubleshooting Windows 10/11 and common Office app issues Excellent written and verbal communication — you'll be client-facing daily Strong organisational skills and the ability to manage multiple tickets concurrentlyDesirable Experience in an MSP or multi-tenant environment Basic Intune experience (Windows and mobile enrolment, simple policies) Familiarity with Azure fundamentals (IaaS / PaaS basics) Experience with PSA / RMM tools (e.g. HaloPSA, Autotask, NinjaOne, Datto) Awareness of Cyber Essentials or similar frameworksBenefitsWhat We Offer Exposure to a modern Microsoft 365 stack across a diverse SME client base Clear escalation paths and mentoring from senior engineersWe're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base. Key ResponsibilitiesSupport & Triage Act as first point of contact for incoming helpdesk tickets across our client base Triage, prioritise, and categorise tickets in line with SLA commitments Resolve 1st line issues directly and progress 2nd line tickets where skills allow Escalate complex issues to 2nd / 3rd line engineers with clear, well- documented handovers Keep clients informed with clear, professional updates throughout ticket lifecycleMicrosoft 365 Administration �� Support day-to-day administration of:o Microsoft Entra ID (Azure AD)o Exchange Onlineo SharePoint Online & OneDriveo Microsoft Teamso Intune Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access Assist with device enrolment and basic Intune policy troubleshootingSecurity & Compliance Support MFA, Conditional Access, and Identity Protection tasks under senior guidance Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity) Assist with compliance-related requests including retention, DLP, and eDiscovery Flag potential risks and anomalies to senior engineersEndpoint & Workplace Support Troubleshoot Windows 10/11 issues across managed devices Support users with Office apps, Teams, and collaboration tooling Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop)Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition- led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through: A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering) Mentoring from senior engineers with deep experience across the Microsoft stack Exposure to project work alongside day-to-day support, so you build breadth as well as depthSuccessful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands.We're looking for a capable 1st / 2nd Line Support Engineer with a strong interest in the Microsoft 365 stack to help support, maintain, and improve our customers modern workplace environments. You'll be the first point of contact for incoming tickets — triaging issues, resolving what you can at first line, and escalating the rest to our senior engineers within SLA. You'll work closely with the wider team to deliver consistent, high-quality service across our client base.Key ResponsibilitiesSupport & Triage Act as first point of contact for incoming helpdesk tickets across our client base Triage, prioritise, and categorise tickets in line with SLA commitments Resolve 1st line issues directly and progress 2nd line tickets where skills allow Escalate complex issues to 2nd / 3rd line engineers with clear, well- documented handovers Keep clients informed with clear, professional updates throughout ticket lifecycleMicrosoft 365 Administration �� Support day-to-day administration of:o Microsoft Entra ID (Azure AD)o Exchange Onlineo SharePoint Online & OneDriveo Microsoft Teamso Intune Manage user lifecycle tasks — joiners, movers, leavers, licensing, and access Assist with device enrolment and basic Intune policy troubleshootingSecurity & Compliance Support MFA, Conditional Access, and Identity Protection tasks under senior guidance Triage alerts from Microsoft Defender (Office 365, Endpoint, Identity) Assist with compliance-related requests including retention, DLP, and eDiscovery Flag potential risks and anomalies to senior engineersEndpoint & Workplace Support Troubleshoot Windows 10/11 issues across managed devices Support users with Office apps, Teams, and collaboration tooling Assist with basic network connectivity issues (Wi-Fi, VPN, Azure Virtual Desktop)Career Progression - We are in a growth phase, with a clear strategy built around standardised service delivery, modern workplace specialism, and acquisition- led expansion. That creates real opportunity for the right person to grow with us. We'll actively support your development through: A defined progression path toward 2nd line, 3rd line, or specialist tracks (e.g. security, Intune, Azure, Microsoft 365 engineering) Mentoring from senior engineers with deep experience across the Microsoft stack Exposure to project work alongside day-to-day support, so you build breadth as well as depthSuccessful candidates who demonstrate initiative and technical growth can expect genuine opportunities to step up as the team expands.