At a Glance
- Tasks: Provide 1st and 2nd line support, troubleshoot issues, and manage support tickets.
- Company: Join a well-established Managed Service Provider in Ashford.
- Benefits: Earn up to £32,000 with opportunities for progression and skill development.
- Other info: Supportive environment with clear pathways for career growth.
- Why this job: Gain hands-on experience with modern tech and a diverse client base.
- Qualifications: Experience in IT support with strong customer service skills.
The predicted salary is between 32000 - 32000 £ per year.
Are you currently working in IT support and ready to strengthen your technical skills? Do you enjoy troubleshooting across Microsoft 365, desktop, and user environments? Are you looking for an MSP where you can genuinely progress, not stay stuck on the same tickets? If so, this could be a strong next step.
We are recruiting for a 1st / 2nd Line Support Engineer to join a well-established Managed Service Provider in Ashford. This role is ideal for someone operating at strong 1st Line level or early 2nd Line who wants broader exposure and clear development.
The Opportunity
You will join a busy, collaborative service desk supporting a wide range of external clients. The environment is structured but fast-moving, and you will gain hands‑on exposure across desktop, Microsoft 365, and core infrastructure support. This is an office-based role designed to support learning, knowledge sharing, and technical progression.
What You Will Be Doing
- Acting as a key point of contact for incoming support tickets
- Providing remote 1st and 2nd line support to clients
- Troubleshooting Microsoft 365 and Windows desktop issues
- Managing Active Directory tasks (users, permissions, group policy)
- Supporting endpoint and Intune-related queries
- Investigating basic networking issues (DNS, DHCP, TCP/IP)
- Escalating more complex issues to senior engineers
- Maintaining accurate ticket updates and documentation
- Occasionally attending client sites (if at 2nd line level)
Technologies You Will Work With
Experience in some of the following is beneficial:
- Windows desktop environments
- Microsoft 365 (Exchange, Teams, SharePoint)
- Active Directory
- Intune / endpoint management
- Basic networking (DNS, DHCP, TCP/IP)
- Helpdesk / ticketing systems
- Printers and end‑user hardware
You do not need everything; solid fundamentals and the right attitude matter most.
What We Are Looking For
- Experience in a 1st Line or 2nd Line IT support role
- MSP experience is highly desirable
- Strong customer service and communication skills
- Good troubleshooting mindset
- Organised and comfortable managing tickets
- Full driving licence beneficial (not essential at 1st line level)
Why Join?
- Supportive MSP environment with real progression
- Exposure to a broad client base and modern tech stack
- Clear pathway into 2nd Line and beyond
- Structured team with strong knowledge sharing
- Up to £32k depending on experience
If you are currently in 1st Line and edging into 2nd, or already operating at 2nd Line level and want a supportive MSP environment, this is well worth a conversation.
1st / 2nd Line Engineer employer: Artemis Clarke Ltd
Join a dynamic Managed Service Provider in Ashford, where you will thrive in a supportive and collaborative environment that prioritises employee growth and technical development. With a clear pathway for progression into 2nd Line roles and beyond, you'll gain hands-on experience with modern technologies while working alongside a knowledgeable team dedicated to sharing insights and fostering your career. Enjoy a competitive salary of up to £32,000 and the opportunity to work with a diverse client base, making this an excellent choice for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land 1st / 2nd Line Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or at local tech meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common technical questions related to Microsoft 365 and desktop support. We recommend setting up mock interviews with friends or using online platforms to get comfortable with the format.
✨Tip Number 3
Show off your troubleshooting skills! During interviews, share specific examples of how you've resolved issues in the past. This will demonstrate your hands-on experience and problem-solving mindset.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace 1st / 2nd Line Engineer
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in 1st and 2nd line support. We want to see how your skills align with the technologies mentioned, like Microsoft 365 and Active Directory. A tailored CV shows us you’re genuinely interested!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Tell us why you’re excited about this role and how your troubleshooting mindset can benefit our team. Keep it friendly and professional – we love a bit of personality!
Show Off Your Troubleshooting Skills:In your application, give examples of how you've tackled tricky IT issues in the past. We’re keen to see your problem-solving approach, especially with Microsoft 365 and desktop environments. Real-life examples make your application stand out!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates. Plus, it shows you’re proactive – a quality we value!
How to prepare for a job interview at Artemis Clarke Ltd
✨Know Your Tech
Make sure you brush up on your knowledge of Microsoft 365, Windows desktop environments, and basic networking concepts like DNS and DHCP. Being able to discuss these topics confidently will show that you're ready for the role.
✨Show Off Your Troubleshooting Skills
Prepare to share specific examples of how you've tackled support tickets in the past. Think about a tricky issue you resolved and be ready to walk them through your thought process. This will highlight your problem-solving abilities.
✨Customer Service is Key
Since this role involves direct client interaction, practice how you communicate technical information clearly and effectively. Demonstrating strong customer service skills during the interview can set you apart from other candidates.
✨Ask Smart Questions
Prepare some insightful questions about the company’s support processes or the technologies they use. This shows your genuine interest in the role and helps you understand if it’s the right fit for you.
