1st/2nd Line Helpdesk Engineer

2moons; United Kingdom; On-site; GBP 80,000 - 100,000; Full time

Job summary

A fast-growing managed service provider in the United Kingdom seeks a proactive 1st 2nd Line Helpdesk Engineer to join their technical team. You'll manage support tickets, assist with user onboarding, troubleshoot issues, and ensure excellent client service. The role involves occasional onsite visits and provides opportunities for genuine career progression into more advanced roles. Ideal candidates should have 6-24 months of experience in IT support and possess strong communication skills.

Benefits

Competitive salary

Career progression opportunities

Training and certifications

Supportive team environment

Qualifications

• 6–24 months experience in IT support, preferably in an MSP environment.
• Ability to effectively troubleshoot Windows 10/11 issues.
• Understanding of DNS, DHCP, and WiFi networking fundamentals.

Responsibilities

• Provide 1st line support via phone, email, and remote tools.
• Manage user changes in Microsoft 365.
• Diagnose and resolve basic hardware and software issues.
• Maintain ticket accuracy and SLAs within our PSA.
• Assist with onsite support and installations.

Skills

IT support experience (6-24 months)

Knowledge of Microsoft 365

Troubleshooting Windows 10/11

Understanding networking fundamentals

Communication skills

Customer service

Job description

2 Moons Computing is a fast-growing MSP working with a range of exciting and well-known clients. We provide fully managed IT services, connectivity, security and project delivery to businesses across the South East.

With several new clients coming onboard and strong growth across the company, this is an excellent opportunity to join the team at the right moment. There is genuine career progression, exposure to modern technology stacks and the chance to grow into more advanced roles over time.

The Role

We’re looking for a proactive and customer-focused 1st 2nd Line Helpdesk Engineer to join our technical team. You’ll handle day-to-day support tickets, carry out onboarding/offboarding requests, troubleshoot user issues and provide an excellent service experience to our clients.

While the role is predominantly helpdesk-based, you will also assist with occasional onsite visits, hardware deployments and small project tasks alongside senior engineers.

Key Responsibilities

• Provide 1st line support via phone, email and remote tools
• Manage starters, leavers and user changes in Microsoft 365
• Diagnose and resolve basic hardware and software issues
• Escalate incidents appropriately to 2nd line and projects teams
• Maintain ticket accuracy, updates and SLAs within our PSA
• Prepare and deploy laptops, desktops and mobile devices
• Assist with onsite support, installations and small projects
• Keep documentation up to date within our systems
• Deliver friendly, confident communication to both technical and non-technical users

What We’re Looking For

• 6–24 months experience in IT support (MSP experience ideal but not required)
• Strong knowledge of Microsoft 365, basic admin and user management
• Familiarity with Windows 10/11 troubleshooting
• Understanding of networking fundamentals (DNS, DHCP, WiFi etc.)
• Great communication skills and a positive approach to customer service
• Ability to follow processes and work efficiently under pressure
• A desire to grow, learn and progress within the business
• Full UK driving licence (for occasional site visits)

What We Offer

• Competitive salary depending on experience
• Real career progression into 2nd line, projects or specialist areas
• Training, certifications and structured development pathways
• Exposure to a modern MSP stack (Intune, Autopilot, M365 Security, Ubiquiti, Meraki, etc.)
• A supportive team environment where hard work is recognised
• The opportunity to join at an exciting time of growth, with great clients coming onboard