IT Support Engineer

IT SUPPORT ENGINEERNORTHAMPTON - 100% OFFICE BASEDSALARY £27K-£30KOur clients are building something special — a next-generation cyber-focused IT Service Desk supporting a fast-growing network of small businesses across the UK. Their clients range from micro-businesses (2–20 endpoints) to emerging SMEs, primarily through a buying group model.If you’re an IT Support Engineer with a strong troubleshooting mindset, a passion for security, and a desire to learn, grow, and make an impact, this is your opportunity.They deliver managed IT and security services with a cyber-first approach, including:Remote Management and Monitoring (RMM)EDR / MDR solutionsMicrosoft 365 management (Exchange, OneDrive, SharePoint, Teams)Patch and asset managementBackup and recoverySLA-driven, ticket-based support (Halo or similar)The RoleAs an IT Support Engineer, you’ll provide remote support to customers across the UK, resolving issues across endpoints, users, and networks. You’ll work as part of a collaborative service desk team that values knowledge sharing, personal growth, and great communication.Core Responsibilities.Level 1 (Core Technician / Triage)Manage incoming tickets and triage user requestsTroubleshoot endpoint, network, and VPN issuesSupport new user setups, deletions, and policy changes via IntuneMaintain and update internal knowledge base articlesCommunicate clearly and confidently with customersLevel 2 (Intermediate / Escalation)Handle identity and access management (AAD / Entra ID)Investigate and resolve complex escalationsManage patching, packaging, and release updatesOversee client onboarding and backupsRefine ticket workflows and documentationSkills/ExperienceMust-Have SkillsStrong troubleshooting and analytical mindsetExcellent written and verbal communication skillsWindows 10/11 usage and support experienceRemote support tools (RMM, Intune, etc.)Basic networking (DNS, DHCP, VPN, Wi-Fi)Ticketing system experience (any PSA or ITSM)Security-first mindset — awareness of current cyber threats and trendsNice to HaveMicrosoft 365 admin experiencePowerShell scriptingEDR/MDR tools familiarityExperience writing or maintaining IT documentationGrowth and ProgressionThey believe in developing talent from within. You’ll start as an IT Support Engineer (L1–2) and have the opportunity to progress toward:Senior EngineerCloud Engineer / Cyber SpecialistTeam Lead or Technical TrainerWorking HoursStandard hours: 8am–6pmFuture phase: 24/7 shift model (with one month of night shifts on rotation) - Timescales for this to be implemented TBC