IT Support Engineer / Field Engineer (MSP)

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