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For Companies At a Glance
- Tasks: Provide top-notch IT support, solve problems, and assist users with tech issues.
- Company: Join a dynamic team in St Albans focused on delivering exceptional IT services.
- Benefits: Enjoy a customer-facing role with opportunities for growth and skill development.
- Why this job: Perfect for tech enthusiasts who love helping others and tackling challenges head-on.
- Qualifications: Experience in 1st/2nd line support, strong Windows OS knowledge, and excellent communication skills required.
- Other info: A full driving licence is essential for this role.
The predicted salary is between 30000 - 42000 £ per year.
1st / 2nd Line IT Support Engineer (Internal Systems)
About the Role
We are looking for a proactive and service-driven 1st / 2nd Line IT Support Engineer to join our internal IT team within a fast-paced MSP environment. Unlike a traditional MSP support role, this position focuses exclusively on supporting our own internal staff, systems, applications, and infrastructure.
This is an excellent opportunity for someone early in their IT career who wants to build a solid technical foundation, gain exposure to a broad range of technologies across the Microsoft ecosystem, and progress into roles such as Senior IT Support Engineer, Network Engineer, or Security Engineer.
Key Responsibilities
1st / 2nd Line Technical Support
- Provide first and second-line support to internal users across multiple offices and remote locations.
- Troubleshoot issues across Windows desktop and server environments, Microsoft 365, Azure AD, and common business applications.
- Resolve incidents via phone, email, remote tools, and in-person support.
- Manage and elevate tickets effectively within SLAs.
Systems & Platform Support
- Microsoft 365 (Exchange, SharePoint, Teams)
- Azure AD / Active Directory
- Endpoint management tools (Intune/Autopilot)
- Windows Server services (DNS, DHCP, Group Policy)
- Support internal networking infrastructure (switches, firewalls, Wi‑Fi) at a basic troubleshooting level.
Operational Duties
- Build and configure laptops, desktops, and mobile devices.
- Maintain asset registers, hardware inventory, and documentation.
- Support onboarding and offboarding processes (account creation, device provisioning).
- Monitor system performance and respond to alerts.
Project Support
- Assist with internal infrastructure upgrades, migrations, and improvement initiatives.
- Take ownership of small internal IT projects under guidance from senior engineers.
Skills & Experience
Essential
- Experience in a 1st or 2nd line support role (MSP experience advantageous but not required).
- Strong technical understanding of:
- Windows 10/11
- Microsoft 365 administration
- Active Directory / Azure AD
- Basic networking (TCP/IP, DNS, DHCP, VPN)
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1st / 2nd Line Support Engineer employer: XACT PLACEMENTS LIMITED
Contact Detail:
XACT PLACEMENTS LIMITED Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 1st / 2nd Line Support Engineer
✨Tip Number 1
Familiarise yourself with common hardware and software issues that users face, especially related to Windows OS and Microsoft 365. Being able to discuss these confidently during your interview will show that you understand the role and can hit the ground running.
✨Tip Number 2
Brush up on your communication skills, as this role is customer-facing. Practice explaining technical concepts in simple terms, so you can demonstrate your ability to support end users effectively.
✨Tip Number 3
Prepare examples of past experiences where you've successfully resolved IT issues or improved processes. This will help you showcase your problem-solving skills and proactive mindset during the interview.
✨Tip Number 4
Since a full driving licence is essential, ensure you have it ready and consider discussing how your mobility can benefit the team, especially if there are on-site requirements. This shows you're prepared and committed to the role.
We think you need these skills to ace 1st / 2nd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in 1st/2nd line support roles. Emphasise your knowledge of Windows OS and Microsoft 365, as well as any relevant troubleshooting skills.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer-facing experience and problem-solving abilities. Mention specific examples where you've successfully resolved issues or improved user satisfaction.
Highlight Communication Skills: Since excellent communication is key for this role, ensure you demonstrate your ability to communicate effectively in both your CV and cover letter. Use clear and concise language to convey your points.
Show Enthusiasm for IT Support: Express your passion for IT support in your application. Mention why you enjoy helping others and how you stay updated with the latest technology trends, which can set you apart from other candidates.
How to prepare for a job interview at XACT PLACEMENTS LIMITED
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows OS and Microsoft 365 in detail. You might be asked to troubleshoot a common issue on the spot, so brush up on your technical knowledge and be ready to demonstrate your problem-solving skills.
✨Emphasise Customer Service Experience
Since this role is customer-facing, highlight any previous experience where you provided excellent support. Share specific examples of how you resolved issues for users and maintained a positive attitude, even under pressure.
✨Prepare for Scenario-Based Questions
Expect questions that assess your troubleshooting abilities. Prepare for scenarios where you need to resolve hardware or software issues. Think through your thought process and how you would approach each situation logically and efficiently.
✨Demonstrate Proactivity
Companies value a proactive mindset, especially in IT support roles. Discuss instances where you took the initiative to improve processes or assist colleagues. This shows that you’re not just reactive but also forward-thinking in your approach to support.
