- Company Name
- Mark1 IT
- Job Title
- IT Engineer
- Job Description
-
**Job title:** IT Engineer
**Role Summary:** Level 2 Technical Support Engineer responsible for delivering first‑ and second‑line IT support for Windows, Microsoft 365, Azure, VOIP, networking, and firewalls, managing client systems, supporting projects, and maintaining accurate ticketing and documentation within an MSP environment.
**Expectations:** Resolve incidents promptly, own issues through to resolution, maintain clear documentation, identify recurring problems and improvement opportunities, communicate effectively with clients, and contribute to upsell opportunities.
**Key Responsibilities:**
- Handle 1st‑ and 2nd‑line support tickets and coordinate 3rd‑line escalation.
- Manage and troubleshoot Windows Desktop/Server, Microsoft 365, Azure, VOIP, firewalls, and networking (TCP/IP, VPNs).
- Support system upgrades, cloud migrations, and project deployments.
- Configure, deploy, and document hardware and software installations.
- Analyse recurring issues, propose enhancements, and recommend solutions.
- Update and close tickets accurately in HaloPSA.
- Identify and flag potential upsell opportunities.
- Travel to client sites as required (UK driving licence).
**Required Skills:**
- Minimum 2 years of IT support experience, ideally within an MSP or multi‑client setting.
- Strong troubleshooting skills for Windows, Microsoft 365, Azure, VOIP, and networking.
- Ability to prioritise, solve problems autonomously, and own incidents to resolution.
- Excellent verbal and written communication; customer‑focused demeanor.
- Motivated, dependable, and proactive in adding value.
**Required Education & Certifications:**
- Full UK driving licence.
- Relevant technical certifications are encouraged (e.g., Microsoft Certified: Modern Desktop Administrator Associate, MCSA MS 365, CCNA, CompTIA A+/Network+), but not mandatory.
Melton mowbray, United kingdom
On site
05-12-2025