Junior - Intermediate IT Support Engineer (JB6098) at Kontak Recruitment

• We are partnering with a well-established Managed Service Provider that supports a diverse range of businesses. They are looking for a Support Engineer who enjoys solving real-world technical problems, responds calmly under pressure, and takes ownership of their work. 
• This role is ideal for someone who has moved past basic helpdesk duties and is confident troubleshooting across workstations, Microsoft 365, Active Directory, and endpoint environments. You will be part of a collaborative support team that values learning, consistency, and professional growth.
• In this role, you won’t be just closing tickets.
• You will be building capability, gaining exposure to multiple environments, and positioning yourself for your next career step in systems administration, cloud engineering, or network support.
• The company invests in learning, supports certification growth, and values team members who bring accountability and curiosity to their work.

Who This Role Suits

• Someone who enjoys problem solving and is not afraid to take ownership.
• A communicator who can translate technical issues into clear, practical explanations.
• A person who likes variety and is comfortable working across multiple client environments.
• Someone who wants to grow into a Tier 2 or Cloud Support role over time.

Minimum Requirements:

• Minimum 2 years experience in a Helpdesk, Desktop Support, or MSP support role.
• Confident troubleshooting Windows and macOS devices.
• Own, reliable vehicle

Hands-on experience with:

• Microsoft 365 Admin Center (mailboxes, licensing, permissions, Teams policies)
• Active Directory (user management, group membership, access control)
• Understanding of basic networking concepts such as DNS, DHCP, VPN, firewall awareness.
• A structured, logical approach to diagnosing issues and documenting findings.
• Strong communication skills and a client-service mindset.
• Ability to stay calm, focused, and solution-oriented when pressure rises.

Preferred Certifications (or working towards):

• Microsoft Endpoint Administrator Associate.
• Microsoft Administrator Expert.
• CompTIA A+ or N+ (advantage)

What You Will Do

• Provide first-line technical support to end users via phone, email, ticketing system, or remote tools.
• Troubleshoot hardware, software, and basic network connectivity issues with accuracy and patience.
• Manage user accounts, permissions, and policies within Microsoft 365 and Active Directory.
• Support workstation setup, device onboarding, software installations, and patch updates.
• Document tickets thoroughly including root cause, actions taken, and resolution steps.
• Escalate tickets when required while maintaining responsibility for user communication.
• Contribute to internal knowledge base documentation and help improve support workflows.
• Commit to ongoing learning and work toward Microsoft certification pathways (supported by the business).