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- Tasks: Provide 2nd/3rd line technical support to clients, troubleshooting hardware and software issues.
- Company: Join a growing IT Managed Service Provider focused on customer satisfaction and technical excellence.
- Benefits: Enjoy a competitive salary, up to 10% pension contribution, and opportunities for skill development.
- Why this job: Be part of a dynamic team where your skills will directly impact client success and satisfaction.
- Qualifications: Must have MSP experience and strong knowledge of Windows OS, networking, and virtualisation technologies.
- Other info: Office-based role with occasional client visits; flexible working hours and paid weekend work may be required.
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
Essential: 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.
Contact Detail:
Digital Waffle Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Engineer - MSP Experience
✨Tip Number 1
Familiarise yourself with the specific technologies mentioned in the job description, such as Windows OS, VMware, and Microsoft 365. Being able to discuss your hands-on experience with these tools during an interview will demonstrate your suitability for the role.
✨Tip Number 2
Highlight any previous experience you have working in a Managed Service Provider environment. Be prepared to share specific examples of how you've successfully resolved technical issues for multiple clients, as this is crucial for the role.
✨Tip Number 3
Showcase your problem-solving skills by preparing to discuss challenging technical scenarios you've faced in the past. This will help illustrate your ability to think on your feet and provide effective solutions under pressure.
✨Tip Number 4
Emphasise your communication skills, especially in a customer-focused context. Be ready to explain how you've effectively communicated technical information to non-technical clients, as this is key in a support role.
We think you need these skills to ace Support Engineer - MSP Experience
Some tips for your application 🫡
Highlight Relevant Experience: Make sure to emphasise your experience working within a Managed Service Provider (MSP). Detail specific roles and responsibilities that align with the job description, particularly in 2nd/3rd line support.
Showcase Technical Skills: List your technical skills clearly, especially those mentioned in the job description such as Windows OS, networking fundamentals, and familiarity with Microsoft 365. Use bullet points for clarity.
Tailor Your CV: Customise your CV to reflect the key responsibilities and personal attributes outlined in the job description. Use keywords from the job posting to ensure your application stands out.
Craft a Compelling Cover Letter: Write a cover letter that not only introduces yourself but also explains why you are a great fit for the role. Mention your customer-focused approach and problem-solving skills, and how they will benefit the team.
How to prepare for a job interview at Digital Waffle
✨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 successfully resolved technical issues for multiple clients.
✨Demonstrate Technical Proficiency
Brush up on your knowledge of Windows OS, networking fundamentals, and virtualisation technologies. Be ready to answer technical questions or even solve problems on the spot to showcase your skills.
✨Emphasise Communication Skills
Since this role is customer-focused, practice articulating your thoughts clearly and concisely. Prepare examples of how you've effectively communicated with clients or team members in past roles.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving abilities. Think of past experiences where you had to troubleshoot complex issues and be ready to explain your thought process.
