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: Competitive salary up to £32k, supportive environment, and clear progression opportunities.
- Other info: Structured team with knowledge sharing and real career growth potential.
- Why this job: Gain hands-on experience with modern tech and a diverse client base.
- Qualifications: Experience in IT support, strong customer service skills, and a troubleshooting mindset.
The predicted salary is between 31500 - 38500 £ 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 OpportunityYou 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)
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)
- 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 Support Engineer employer: Artemis Clarke Ltd
Artemis Clarke Ltd is an exceptional employer, offering a vibrant work culture at Bluewater that fosters teamwork and personal growth. With a focus on employee development through training opportunities and a competitive bonus scheme, we ensure our Store Managers are well-equipped to lead their teams to success while enjoying attractive employee discounts. Join us to be part of a dynamic retail environment where your passion for sales and leadership can truly shine.
StudySmarter Expert Advice🤫
We think this is how you could land 1st / 2nd Line Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Artemis Clarke Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Artemis Clarke Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace 1st / 2nd Line Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Artemis Clarke Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Artemis Clarke Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Artemis Clarke Ltd!
How to prepare for a job interview at Artemis Clarke Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
