Are you looking for a new exciting opportunity working as a 1st/2nd Line Support Engineer to be based in Rugby? Salary: £25,000 - £30,000 Main Duties of the Role Deliver a high level of customer service for all support queries Proactively help resolve support tickets across 1st and 2nd line Take ownership of user incidents, changes, and problems, ensuring prompt resolution Escalate more complex issues where necessary Support hardware and software installations, configurations, and updates Assist with setting up and maintaining user accounts and permissions Provide guidance and support on common applications such as Microsoft Office 365 Maintain and update documentation for common troubleshooting steps Your Skills and Experience Experience providing 1st and 2nd line technical support, ideally within an MSP environment Basic understanding of networking technologies and principles Strong knowledge of: Microsoft Windows 10, Office 2013 onwards Active Directory (User Management) Office 365 administration Laptop/Desktop rollout, rebuilds, imaging, and support Understanding of WAN & LAN networking concepts, including TCP/IP, DHCP, DNS Excellent telephone manner and communication skills, both written and verbal Experience with IT best practices, particularly in relation to IT security and ITIL principles