1st / 2nd Line IT Support Engineer

Blackburn

£28,000 - £32,000 DOE

Full-Time | Permanent

The Company

An established and growing Managed Service Provider is looking to recruit a 1st / 2nd Line IT Support Engineer to join its technical support team based in Blackburn. This is an excellent opportunity for a motivated IT professional looking to further develop their technical skillset within a fast-paced MSP environment.

The business places a strong emphasis on training, certifications, and personal development, with clear progression opportunities available as the team continues to grow. Initially this role will be fully onsite, with the potential for hybrid working further down the line.

The Role

Working as part of the service desk team, you will provide 1st and 2nd line technical support to a range of clients across different industries. The role will involve troubleshooting technical issues, managing tickets, supporting users remotely and onsite, and assisting with project-based work where required.

You will gain exposure to a broad range of technologies and have the opportunity to continue developing your technical knowledge through supported certifications and ongoing training.

Key Responsibilities

• Providing 1st and 2nd line IT support to customers via phone, email, and remote support tools



• Troubleshooting hardware, software, and network-related issues



• Supporting Microsoft 365 environments including Outlook, Teams, and SharePoint



• Managing and resolving support tickets within agreed SLAs



• Setting up and configuring laptops, desktops, mobile devices, and user accounts



• Supporting Windows operating systems and Active Directory environments



• Escalating complex issues where necessary



• Assisting with installations, upgrades, and IT projects



• Maintaining excellent customer service and communication throughout support cases



• Producing and updating technical documentation where required

Skills & Experience Required

• Previous experience in a 1st or 2nd Line Support role, ideally within an MSP environment



• Good knowledge of:
  
  
  
  
  • Windows 10/11
  
  
  
  • Microsoft 365
  
  
  
  • Active Directory & Group Policy
  
  
  
  • Basic networking (DNS, DHCP, TCP/IP)
  
  
  
  • Hardware builds and troubleshooting
  
  
  
  



• Strong communication and customer service skills



• Ability to prioritise and manage multiple support requests



• A proactive attitude with a willingness to learn and develop technically



• Full UK driving licence preferred

Desirable Skills