Technical Support Roles L1 & L2

Fusion Technology Solutions Ltd; Chelmsford; On-site; GBP 27,000 - 33,000; Full time

Job summary

A leading Managed Service Provider in the UK seeks IT Support Engineers to deliver proactive, high-quality assistance in Chelmsford. Candidates should have IT support experience and a strong understanding of Microsoft 365, Windows, and networking. The role involves both remote and onsite support, with excellent career progression and training opportunities offered within a supportive team environment.

Benefits

Competitive salary

Company pension

Private medical insurance

Uniform supplied

Company events

Qualifications

• Experience in an IT support/helpdesk role, preferably in an MSP.
• Strong communication and customer service skills.
• Motivated self-starter eager to learn.

Responsibilities

• Act as the first/second-line point of contact via phone, email, and ticketing.
• Log, categorise, prioritise and resolve incidents within agreed standards.
• Deliver excellent customer service at all times.

Skills

IT support experience

Communication skills

Customer service

Windows 10/11 knowledge

TCP/IP, DHCP, DNS understanding

ITSM ticketing system

Ability to work under pressure

Education

A-Level or equivalent

Tools

Microsoft 365

Azure

Job description

IT Support Engineers – Level 1 & Level 2

Salary: £27,000 – £33,000 per annum (depending on experience)

Job Type: Full‑time

Hours: Monday‑Friday [TIMES]

Location: Chelmsford, Essex (office‑based with client visits)

Website: www.fusion-ts.com

About Fusion Technology Solutions

As the demand for secure, high‑performing technology grows, so does the need for fast, proactive support. Fusion Technology Solutions is a leading Managed Service Provider, helping businesses across the UK boost productivity and stay protected with innovative cloud, communications, infrastructure, and cybersecurity solutions.

In an increasingly digital world powered by AI, automation, and remote working, we’re proud to act as our clients’ trusted guardians – empowering their teams to get the most from modern technology while defending them against ever‑evolving cyber threats.

With more organisations relying on us to keep them secure and productive, we’re expanding our team and recruiting for multiple Level 1 and Level 2 IT Support roles. If you’re looking for strong career progression, ongoing training, and the chance to work with a friendly, talented, and customer‑focused team – we’d love to hear from you.

The Roles

Our service desk is the first point of contact for our clients and the place where most of their problems are solved. As L1 and L2 IT Support Engineers you will join this responsive team offering support to a range of businesses, from barbers and bike parks to film studios and financial firms.

You will provide remote and onsite assistance across desktops, laptops, Microsoft 365, Azure, and networking, providing prompt and helpful solutions to problems whilst delivering a first‑class client experience.

These roles are well suited if you’re looking to work on a variety of technical projects and if you’re eager to grow your skills within a supportive team.

Key Responsibilities

• Act as the first/second‑line point of contact via phone, email, and ticketing system.
• Log, categorise, prioritise and resolve incidents within agreed standards.
• Assess and resolve issues across hardware, software, and networking.
• Offer support for Microsoft 365 (Exchange Online, Teams, SharePoint, user admin).
• Provide remote support via screen‑share tools and onsite visits.
• Assist with installations, onboarding new users and small project tasks.
• Maintain accurate documentation, ticket notes, and asset records.
• Report complex issues to the appropriate people.
• Help update guides and improve services.
• Deliver excellent customer service at all times.

Level 2 Engineers – Additional Responsibilities

• Take ownership of more complex technical issues.
• Support server/Azure Active Directory administration.
• Assist with solving network/switch/firewall issues.
• Provide guidance to Level 1 engineers where appropriate.

Knowledge, Skills & Experience

Essential

• Experience in an IT support / helpdesk role (MSP preferred).
• Strong communication and customer‑service skills.Very good understanding of Windows 10/11.
• Knowledge of Microsoft 365 support and administration.
• Solid understanding of TCP/IP, DHCP, DNS.
• Experience using an ITSM / ticketing system.
• Ability to work under pressure and prioritise effectively.
• Motivated self‑starter with eagerness to learn.
• Full UK driving licence.

Desirable

• 1–3+ years experience (L1) / 3+ years experience (L2).
• Knowledge of Azure Administration.
• Experience supporting switches, routers, and firewalls.
• A‑Level or equivalent.

Personal Attributes

• Team‑player with a collaborative, positive attitude.
• Calm and well‑organised under pressure.
• Strong problem‑solving mentality.
• Confident communicator with people at all levels.

Benefits

• Competitive salary
• Company pension
• Private medical insurance
• Uniform supplied
• Company events

Why Join Us?

• Support and help protect a variety of businesses up and down the country
• Enjoy a range of technical projects and environments
• Excellent training and career progression pathways.
• Work with innovative tools & technologies.
• Join a growing and successful MSP
• Benefit from a supportive team culture that encourages development.

How to Apply

Please apply with your CV and a short cover letter explaining why you are the right fit for this role.