£32,000£37,000 DOE | Hoddesdon | Full-time | Office-based | MonFri, 08:3017:00

Location:

Hoddesdon, Hertfordshire (with travel to customer sites as required)

About Pebble IT:

Pebble IT is a fast-growing Managed Service Provider (MSP) based in Hertfordshire. We pride ourselves on delivering exceptional IT solutions and support to our customers. As we expand, were looking for a talented and motivated individual to join our team.

We were recently voted runners up by Superops as the Emerging MSP of the Year, out of 300 MSPs.

Role Overview:

We are seeking an experienced 2nd Line / Senior IT Support Engineer who has a strong background working within MSP environments. The ideal candidate will be passionate about technology, customer-focused, and eager to contribute to the team.

Why This Will Appeal to You:

You stay technical. You are the first point of contact but are still working at second and third line depth.

You deal with real issues straight away and fix them properly.

Working with a small team that encourages ideas of better ways of working.

Huge exposure to a wide mix of Windows, M365, Azure, networking, VoIP and cyber security projects.

You want to grow with a business and become a key member of staff, that has new customers and new environments to get into.

Key Responsibilities:

• Provide 2nd line technical support to customers across a range of technologies.
• Support end-users with remote and on-site assistance by troubleshooting and resolving complex IT issues efficiently and professionally.
• Work with Microsoft 365, Azure, Intune, and firewall technologies.
• Configure, deploy, and maintain systems including switches, routers, firewalls, and wireless solutions.
• Troubleshooting networking, wi-fi, connectivity, VoIP and security issues
• Taking part with onboarding and setup work as new customers join
• Ensure best practices in Cyber Security are implemented and maintained.
• Travel to customers sites when required for onsite support and project work.
• Collaborate with colleagues to deliver excellent customer service and meet SLAs.
• Act as a mentor to the apprentices within the support team, providing guidance, training, and knowledge sharing.

Essential Skills & Experience:

• 3+ Years previous experience in an MSP environment.
• Proven experience in a 2ndline IT support role
• Strong Microsoft 365 knowledge (Intune, Exchange, Teams, SharePoint, Azure AD).
• Good knowledge of Windows operating systems
• Networking fundamentals (TCP/IP, DNS, DHCP, VLANs, firewalls, VPNs).
• Hands-on experience with firewall configuration and management.
• Strong personal skills, developing relationships and assisting with account management of customers.
• Good understanding and willingness to learn of Cyber Security principles and practices.
• Excellent troubleshooting and problem-solving skills.
• Ability to work independently and as part of a team.
• Organised. Good at creating and keeping documentation up to date.
• Ability to prioritise workload in a fast-paced, SLA-driven environment
• Right to work in the UK and Full UK driving license and willingness to travel to customers sites.(Essential)
• Excellent communicator and interpersonal skills(key to this role)

Highly Desirable:

• Relevant certifications (Microsoft, CompTIA, Cyber Security).
• Intune deployments (policies, device management, application rollout)
• Device deployment projects (Autopilot, MDT, SCCM or similar)
• Office moves and site setups (networking, Wi-Fi, end-user environments)
• Experience with mentoring or training junior team members.

What We Offer:

Your birthday off

Bupa Private Healthcare

Employee perk platform

Employee Assistance Program

Opportunities for professional development and certification.

Pension Scheme

The chance to be a key part of a rapidly growing company with exciting prospects.

No agencies please.