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 Responsibilities




Support & 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 thro...