Job Description:

We’re an evolving MSP in the South West and need someone who already understands how a good MSP should operate. This role combines 2nd line support, field engineering, and direct client interaction across both business and residential customers.  

We need somebody who is confident handling escalations and will take responsibility for technical issues end to end. You’ll build real relationships, solve real problems, and see the direct impact of your work.

If you’re currently in an MSP and want more autonomy, more variety, and real influence over how we evolve our MSP business, this is your opportunity to step up.

What You’ll Be Doing

This is a hands-on IT Support role combining remote support with on-site engineering.

• Owning and resolving issues / escalated service desk tickets
• Diagnosing and troubleshooting a wide variety of technical issues
• Visiting client sites for installations, upgrades, and advanced fault-finding
• Working directly with customers in their homes and businesses
• Managing and supporting Microsoft 365 environments (Azure AD, Intune, security, licensing)
• Supporting Windows and macOS environments
• Installing, configuring, and troubleshooting networks (routers, switches, WiFi, VPNs)
• Deploying and supporting Ubiquiti UniFi solutions
• Carrying out proactive MSP tasks (patching, monitoring, maintenance via RMM tools)
• Working to and managing SLAs, ticket quality, and prioritisation
• Maintaining documentation and contributing to service improvement
• Applying a security-first mindset aligned to Cyber Essentials standards

· What We’re Looking For In You

• Proven experience as a Level 2 IT Support Engineer / 2nd Line Engineer within an MSP
• Confident handling escalations and more complex technical issues
• Strong experience with ticketing systems, SLAs, and prioritisation
• Solid Microsoft 365 stack (Azure AD / Entra ID, Intune, Exchange Online)
• Strong knowledge of Windows, macOS, and networking fundamentals
• Experience with Ubiquiti UniFi (desirable)
• Strong troubleshooting and analytical skills
• Confident, professional communicator with customers (technical & non-technical)
• A cyber security-first mindset
• Full UK driving licence

·   
What You’ll Get

• Company van or mileage paid if you prefer to use own vehicle
• 29 days holiday (including bank holidays)
• Pension scheme
• A genuinely varied role (desk + field)
• Training and certification support
• Exposure to modern MSP tools, systems, and security practices
• All equipment, tools, and branded kit provided
• A small, experienced, and supportive team where your input matters

Interested? Apply today 

Pivotal Recruit, a brand of Pivotal Partnerships Ltd, is acting as an Employment Agency and advertising for this vacancy on behalf of their client.