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For Companies At a Glance
- Tasks: Provide IT support, resolve issues, and assist users in a dynamic environment.
- Company: Join Xact Placements, a leading provider of IT solutions in St Albans.
- Benefits: Enjoy a customer-facing role with opportunities for growth and skill development.
- Why this job: Perfect for problem solvers who love tech and helping others succeed.
- Qualifications: Experience in 1st/2nd line support and knowledge of Windows OS & Microsoft 365 required.
- Other info: Onsite position in St Albans with a focus on teamwork and collaboration.
The predicted salary is between 24000 - 36000 £ 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
- Administer and maintain core internal IT systems, including:
- 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)
- Comfortable with remote support tools and ITSM / ticketing systems.
- Ability to communicate clearly with users of all technical levels.
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1st / 2nd Line Support Engineer employer: Xact Placements
Contact Detail:
Xact Placements 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 issues faced in 1st/2nd line support roles. Understanding typical problems and their solutions can help you demonstrate your expertise during interviews.
✨Tip Number 2
Brush up on your knowledge of Windows OS and Microsoft 365. Being able to discuss specific features or troubleshooting steps can set you apart from other candidates.
✨Tip Number 3
Practice your communication skills. Since this role is customer-facing, being able to explain technical issues in simple terms will show that you have a customer-first mindset.
✨Tip Number 4
Research the company culture at Xact Placements. Tailoring your approach to align with their values can help you make a strong impression during the interview process.
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 customer-facing experience you have.
Craft a Compelling Cover Letter: Write a cover letter that showcases your problem-solving skills and customer-first mindset. Mention specific examples of how you've successfully resolved issues in previous roles.
Highlight Relevant Skills: In your application, clearly list your technical skills related to IT support, such as troubleshooting hardware/software issues and managing IT assets. This will help demonstrate your suitability for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at Xact Placements
✨Showcase Your Technical Skills
Be prepared to discuss your experience with Windows OS and Microsoft 365 in detail. You might be asked to solve a technical problem on the spot, so brush up on common issues and solutions related to these systems.
✨Demonstrate Your Customer Service Mindset
Since this role is customer-facing, highlight your previous experiences where you successfully resolved user issues. Share specific examples that showcase your proactive approach and ability to communicate effectively with end users.
✨Familiarise Yourself with Common Support Scenarios
Research typical 1st/2nd line support scenarios and prepare to discuss how you would handle them. This could include troubleshooting hardware issues or guiding users through software installations.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s IT environment and support processes. This shows your genuine interest in the role and helps you understand how you can contribute to their team.
