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- Tasks: Provide 2nd/3rd line technical support to clients, troubleshooting hardware and software issues.
- Company: Join Digital Waffle, a growing IT Managed Service Provider focused on customer satisfaction.
- Benefits: Enjoy a competitive salary, pension contributions, and opportunities for skill development.
- Why this job: Be part of a dynamic team where your skills will directly impact client success.
- Qualifications: Must have MSP experience and strong knowledge of Windows OS and networking fundamentals.
- Other info: Office-based in Reading with occasional client visits; Monday to Friday schedule.
The predicted salary is between 30000 - 36000 £ per year.
Location: Primarily office-based in the Reading area, with occasional visits to client sites
Job Type: Permanent / Full-Time
Salary: £30,000 – £36,000 per annum + up to 10% matched pension contribution
Licence: Full Clean UK Driving Licence required
MSP experience is essential — candidates without prior experience working within a Managed Service Provider will not be considered.
Role Overview: We are currently seeking a highly capable 2nd/3rd Line Support Engineer to join a growing IT Managed Service Provider (MSP). This is a fantastic opportunity for an experienced technical support professional who thrives in a customer-focused, multi-client environment. You’ll provide enterprise-level technical support to a diverse client base, supporting the smooth operation of computer systems, software, and hardware. This is a hands-on role suited to someone with strong problem-solving skills, excellent communication abilities, and a proactive, team-oriented mindset.
Key Responsibilities:
- Provide remote and occasional on-site technical support to clients (2nd/3rd line).
- Troubleshoot and resolve issues across hardware, software, and networking.
- Manage tickets and workflows via a helpdesk system.
- Setup, configure, and support desktops, servers, printers, phones, routers, firewalls, and access points.
- Document solutions and build a knowledge base.
- Collaborate with peers and escalate complex issues when necessary.
- Assist with training needs analysis and internal skill development.
Technical Requirements:
- Experience in a technical support role within an MSP (essential).
- Strong knowledge of Windows OS and modern Windows Server environments (Domains, AD, DNS, DHCP).
- Experience with virtualization technologies (VMware vCenter, ESXi or Hyper-V).
- Good understanding of networking fundamentals and hardware components.
- Familiarity with Microsoft 365 suite (Entra, Teams, SharePoint, InTune, Exchange).
- Exposure to backup systems, enterprise firewalls, and email security platforms.
- Hands-on experience with remote support tools (e.g., LogMeIn, Rescue).
- Knowledge of security and cloud file-sharing solutions (e.g., Sophos, Egnyte, Ubiquiti) is advantageous.
- IT certifications or formal technical qualifications are desirable.
Personal Attributes:
- Customer-focused with excellent communication skills (written and verbal).
- Detail-oriented and technically articulate.
- Able to work under pressure and independently manage workloads.
- Collaborative team player with a solution-driven mindset.
Schedule: Monday to Friday, 8:45am – 5:45pm. Occasional paid weekend work may be required. Travel time to office and client sites is additional.
If you're looking to take the next step in your technical support career with a dynamic MSP environment, apply now to join a team where your contribution will make a real impact.
Support Engineer - MSP Experience employer: JR United Kingdom
Contact Detail:
JR United Kingdom Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer - MSP Experience
✨Tip Number 1
Make sure to highlight your MSP experience during any networking opportunities. Attend local tech meetups or industry events in the Reading area where you can connect with professionals already working in Managed Service Providers.
✨Tip Number 2
Familiarise yourself with the specific technologies mentioned in the job description, such as VMware, Microsoft 365, and networking fundamentals. Consider setting up a home lab to practice these skills, which will give you practical examples to discuss during interviews.
✨Tip Number 3
Reach out to current or former employees of Digital Waffle on platforms like LinkedIn. Ask them about their experiences and any tips they might have for succeeding in the application process or the role itself.
✨Tip Number 4
Prepare for potential technical assessments by brushing up on troubleshooting scenarios relevant to 2nd/3rd line support. Practice explaining your thought process clearly, as communication is key in customer-focused roles.
We think you need these skills to ace Support Engineer - MSP Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in a Managed Service Provider (MSP) environment. Emphasise relevant technical skills, such as your knowledge of Windows OS, networking fundamentals, and any certifications you hold.
Craft a Compelling Cover Letter: Write a cover letter that showcases your customer-focused approach and problem-solving abilities. Mention specific examples from your previous roles that demonstrate your capability to handle 2nd/3rd line support tasks.
Highlight Technical Skills: In your application, clearly list your technical skills related to the job description, such as experience with VMware, Microsoft 365, and remote support tools. This will help you stand out as a qualified candidate.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at JR United Kingdom
✨Showcase Your MSP Experience
Make sure to highlight your previous experience working within a Managed Service Provider. Be prepared to discuss specific scenarios where you provided 2nd or 3rd line support, as this is essential for the role.
✨Demonstrate Technical Knowledge
Brush up on your knowledge of Windows OS, networking fundamentals, and virtualisation technologies. Be ready to answer technical questions or even troubleshoot a problem during the interview to showcase your skills.
✨Emphasise Communication Skills
Since the role is customer-focused, it's crucial to demonstrate your excellent communication abilities. Prepare examples of how you've effectively communicated with clients or team members in past roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think of past experiences where you successfully resolved complex issues and be ready to explain your thought process and the steps you took.
