Tribe Recruitment

Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you ll work in a fast-paced, engaging environment where you ll have the opportunity to grow your skills and advance your career. Overview Are you a driven 2nd Line Support Engineer with IT MSP experience looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes. This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment. Key Responsibilities Incident and Service Request Management Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting. Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services. Handle and resolve service requests efficiently while meeting or exceeding SLAs. Technical Support Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications. Perform root cause analysis for recurring incidents and implement permanent solutions. Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls. Collaboration and Escalations Work closely with the Service Desk Team Leader to ensure high levels of service delivery. Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations. Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth. Documentation and Reporting Ensure all tickets, incidents, and requests are fully documented in the ticketing system. Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories. Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources. Required Skills and Experience Technical Skills: Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS. Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams. Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks. Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices. Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems. Soft Skills: Excellent problem-solving and analytical thinking abilities. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Highly organised with the ability to prioritise tasks effectively in a fast-paced environment. Exceptional customer service skills and a proactive, solution-focused mindset. Experience: Minimum 2+ years of experience in a 2nd Line IT Support role. Experience working within an MSP or MSSP environment. Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments. Certifications (Desirable): CompTIA Network+ / Security+ Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure) WE CANNOT OFFER SPONSOPSHIP AT THIS OR ANY TIME

Join a UK-based MSP/MSSP, passionate about delivering exceptional IT services and solutions. With a team which thrives on collaboration, innovation, and ensuring their clients succeed through technology. As a part of the team, you ll work in a fast-paced, engaging environment where you ll have the opportunity to grow your skills and advance your career. Overview Are you a driven 2nd Line Support Engineer with IT MSP experience looking to join a dynamic Service Desk team. The successful candidate will work alongside other Service Desk members to provide advanced technical support to clients, resolving escalated incidents and ensuring seamless IT operations for businesses of all sizes. This role is ideal for an engineer with a passion for troubleshooting, delivering outstanding customer service, and working with a variety of technologies in a fast-paced MSP/MSSP environment. Key Responsibilities Incident and Service Request Management Act as a primary escalation point for 1st Line Support Engineers for technical issues requiring advanced troubleshooting. Diagnose, troubleshoot, and resolve complex technical incidents related to desktops, servers, networks, and cloud services. Handle and resolve service requests efficiently while meeting or exceeding SLAs. Technical Support Provide support for a wide range of client environments, including Windows Server, Microsoft 365, networking equipment, and business-critical applications. Perform root cause analysis for recurring incidents and implement permanent solutions. Maintain, monitor, and configure IT infrastructure, including servers, storage devices, switches, and firewalls. Collaboration and Escalations Work closely with the Service Desk Team Leader to ensure high levels of service delivery. Collaborate with Solutions Engineers and Pre-Sales/3rd Line Engineers for more complex client requirements or escalations. Provide technical guidance to 1st Line Support Engineers, assisting with their development and knowledge growth. Documentation and Reporting Ensure all tickets, incidents, and requests are fully documented in the ticketing system. Maintain accurate and up-to-date client documentation, including infrastructure diagrams and asset inventories. Contribute to internal knowledge bases, ensuring the team has access to comprehensive troubleshooting resources. Required Skills and Experience Technical Skills: Operating Systems: Proficient in Microsoft Windows 10/11 and Windows Server (2016/2019/2022), MacOS. Cloud Platforms: Strong experience with Microsoft 365 administration, including Exchange Online, SharePoint, and Teams. Networking: Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VLANs, and VPNs. Troubleshooting: Proficient in diagnosing and resolving issues related to hardware, software, and networks. Security: Awareness of cybersecurity principles, antivirus tools, and access control best practices. Remote Monitoring Tools: Experience with RMM (Remote Monitoring and Management) platforms and ticketing systems. Soft Skills: Excellent problem-solving and analytical thinking abilities. Strong communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Highly organised with the ability to prioritise tasks effectively in a fast-paced environment. Exceptional customer service skills and a proactive, solution-focused mindset. Experience: Minimum 2+ years of experience in a 2nd Line IT Support role. Experience working within an MSP or MSSP environment. Proven ability to work with and troubleshoot Apple and Windows-based systems, Microsoft 365, and networking environments. Certifications (Desirable): CompTIA Network+ / Security+ Microsoft Certified: Modern Desktop Administrator Associate or Azure Administrator Associate Any additional certifications in cybersecurity or cloud platforms (e.g., AWS, Azure) WE CANNOT OFFER SPONSOPSHIP AT THIS OR ANY TIME

Account Manager £28-35K basic OTE £60K+ • Uncapped commission structure • Hybrid home-working option • 6-week training plan and career development • Great working environment & culture • Casual dress code • Health care plan • Various incentives throughout the year • Get your birthday off! My client is a leading Comms & IT Service provider supporting customers across the UK and Worldwide. They are passionate about Teamwork and delivering Excellence to their Customers. Become part of their progressive and growing organisation as they continue to build on their success, expand their client base and continually improve their service. They are currently recruiting a Sales Account Manager to join the team to help develop the customer base further and increase revenue, whilst also managing an existing account base. This is an exciting opportunity for the right candidate to make an impact and grow their sales career What We re Looking For in You? • Highly organised and proactive • Proven work experience in a customer facing role • Good relationship building skills • Able to work under pressure and within tight timeframes • Excellent written and verbal communication skills • Good attention to detail • Telecoms or IT experience required What You ll Be Responsible For • Build and maintain strong, long-lasting customer relationships with existing accounts • Adding new customers to the ever-growing base • Clearly communicate new product developments/initiatives to customers • Responding to customer queries by phone and email in a timely manner • Manage customer feedback and deal with enquiries effectively • Ensure customer relationships are being managed professionally to minimize churn in line with business forecast 25 days holidays plus bank holidays and your birthday off Gym Membership Regular incentives and rewards outside of commission