ITCS Global is an established managed service provider, supporting small and medium businesses across Bedfordshire, Buckinghamshire, Hertfordshire and London since 2005, with a new office opening in Canada. We are a small team, and this role is the senior engineer in the UK, working day to day with our MD and owning the service our clients receive.

The role
You will run the service desk - picking up tickets, working them through to resolution within SLA, keeping clients updated, and making the call on what needs escalating and what you can sort yourself (which should be most of it). You will be the main technical contact for a number of our clients, visiting their sites, building the relationship and spotting what their IT needs before they ask.
Alongside support you will deliver projects under the MD's oversight - device refreshes, M365 and Intune rollouts, small office moves and network changes - and help us tighten up how we use our ticketing system and SLAs as the team grows.

Experience

At least 6 years in IT support, with 3 or more at 2nd line level, ideally within an MSP.
Day to day use of a PSA / ticketing system (HaloPSA, ConnectWise, Autotask or similar), working to SLAs and writing ticket notes anyone else can pick up.
A full UK driving licence and your own reliable car, insured for business use - you will be travelling to client sites, including London.

Skills we expect
Microsoft 365 and Entra ID
User lifecycle - new starters and leavers, licensing, shared mailboxes, mailbox conversion and forwarding
Exchange Online - permissions, mail flow rules, message trace, quarantine, retention and archiving
SharePoint, OneDrive and Teams - permissions, sync issues, site structure and external sharing
Entra ID - groups, admin roles, guest access, MFA and SSPR, reading sign-in logs and diagnosing Conditional Access blocks
SPF, DKIM and DMARC - checking and correcting records

Endpoints and device management
Windows 10/11 troubleshooting beyond the basics - event logs, SFC/DISM, drivers, boot and profile faults
Intune - enrolment, Autopilot, compliance and configuration profiles, app deployment, BitLocker recovery
iOS and Android enrolment, app protection policies and device wipes; macOS support is a bonus
Printers, scanners and MFDs, including scan to email

Windows Server and Active Directory
Users, groups and OUs, Group Policy creation and troubleshooting
DNS and DHCP management
File shares and NTFS permissions
Server health checks and Hyper-V / VMware virtual machine management

Networking
Diagnosing faults across device, switch, firewall and ISP
Firewall rules, port forwarding and client VPN users
VLANs, PoE and port configuration on managed switches
Wi-Fi access points and controllers
Managing ISP faults through to resolution

Security
Phishing triage, tenant-wide search and purge
Compromised account response - inbox rules, OAuth apps, sign-in review, containment and documentation
Investigating and remediating Defender / EDR alerts
Implementing Cyber Essentials controls and gathering evidence

Backup, RMM and patching
Fixing backup failures and managing retention
File, mailbox, folder and VM restores, including test restores
RMM monitoring, alert thresholds, scripted fixes and agent deployment
Patch policy management per client

Useful but not essential
PowerShell for Exchange Online, Graph and routine admin tasks
Teams Phone - number assignment, call queues and auto attendants
Azure basics - VMs and storage
Certifications such as MD-102, MS-102, AZ-900 / AZ-104 or CompTIA Network+

The person
We want someone who works things out. When something breaks you investigate, try the sensible options and come to us with what you found, not the first error message. You are comfortable managing your own day and your own queue, you stay calm when a client has a problem that is costing them money, and you can explain what has happened in plain English to a director as well as an end user.
You will also keep client documentation and knowledge base articles up to date, and spot work that falls outside a client's contract so it can be quoted.

What you get
£36,000 - £40,000 depending on experience, with a defined route to a 3rd line / lead engineer role and pay review against it
38 days holiday plus bank holidays, pension
Training and certification paid for where it fits the role

To apply, send your CV with a short note on a problem you solved without being told how