Do you have a love for technology and interacting with people? Our team is smart, fast-growing, and diverse and we are looking for a talented 1st/2nd Line Engineer to join us at our HQ in BATH, SOMERSET. We deliver exceptional IT support to our clients who are a varied set of charities and not for profit organisations whose aim is to make a positive difference in the world. You will be a capable 1st / 2nd line IT support engineer who enjoys working with people technology, likes solving problems and is ready for a new challenge. About us We are Penelope. We provide IT support and services to charities and social enterprises across the UK. Although were an MSP were different we have strong social and ethical principles and as a result our clients like working with us our focus is on the quality of the service and good solutions we deliver rather than maximising profit. We are a Living Wage employer and a certified B-Corp company with a friendly and growing team. W e believe in hard work and good, long lasting solutions our genuine aim is to provide our clients with the very best levels of service. This role is hybrid, 3 days per week based in Bath where we have ample free parking and good public transport connections. Many of our clients have offices in London we have a small team based there too. About the role Were looking for someone who is comfortable and experienced working at a 1st / 2nd line level providing desktop support to our clients and their users. We support organisations using a variety of cloud (Office 365, Azure, G Suite) and on-prem (Windows, Macs, Exchange, SQL etc) environments so we will be looking to build-on your existing experience and to teach you some new things along the way. This role will be mostly based in the office but on occasion you may be required to work onsite to support our clients. Were seeking a people person who is capable, eager, and smart we really value problem solving and so youll be someone who likes a challenge and finding the right solution. Every day will be different its a varied role so as well as supporting clients remotely, youll have an opportunity to visit them on-site and to participate in projects, migrations, etc. Depending on your experience and the types of technology youre interested in then therell also be the opportunity to learn new tech and to do some specialisation. Essential Ability to enthusiastically diagnose technical issues quickly, in person, over the telephone and via our ticketing system Ability to communicate with users at all levels, simply and accurately describing technical problems in a way that users can understand (avoiding jargon) Excellent people and communication skills, both spoken and in writing Excellent problem-solving skills with a proactive and analytical approach Excellent organisational and time management skills - multitasking is a must Great attention to detail Previous experience supporting users with laptop, desktop, and printer issues Experience supporting and administrating Office 365 and/or Google Workspace Experience of MDM (mobile device management) inTune / Apple Configurator Experience supporting networking devices / functions such as DHCP, Wi-Fi, routers, broadband etc. Experience supporting Windows 10 and common desktop software including Microsoft Office Basic understanding of cloud concepts Have the right to work in the UK At least two years experience in a similar position. (experience excludes any time as an apprentice or trainee) Desirable Experience supporting users within a virtualised environment Experience supporting users and devices running MacOS Experience supporting virtualised infrastructure assets Networking skills, TCP/IP, routing, DNS, etc Microsoft Windows Server 2008 2019 experience A certified MCP (Microsoft Certified Professional) Experience working within a managed service provider (MSP) environment A Bachelor's Degree or equivalent advanced studies / training What we're offering Our ability to support our clients is down to the skill and hard work of our teams. We don't just want to attract the best and brightest people to come and work with us, we want you to stay and grow with us. We offer a wide range of benefits that are designed to enhance your career and wellbeing: A negotiable salary up to £32,000 dependent on experience 22 days holiday per annum (rising to 24) plus UK Bank Holidays (8 per annum) Generous pension scheme Electric vehicle salary sacrifice scheme Cycle to work salary sacrifice scheme Cinema/Cultural/Gym membership Hybrid working after successful completion of appraisal Opportunity to grow with us - access to training and further qualifications