Certum Ltd

We are a growing Managed Service Provider (MSP) based in Glasgow, delivering IT support to a wide range of businesses across Scotland and the UK. Due to continued growth, we are looking for a motivated 1st Line IT Support Engineer to join our friendly and supportive helpdesk team.
This role is ideal for someone with commercial IT support experience who is looking to develop their skills across Microsoft 365, Azure, Windows Server and networking technologies in a fast-paced MSP environment.
You will gain exposure to a wide range of technologies, customers and environments, providing an excellent foundation for progression into 2nd line or other roles in the business.
Key Responsibilities:
<ul>
<li>Provide 1st line technical support across Microsoft 365, Windows 10/11, Windows Server and networking environments</li>
<li>Diagnose and resolve technical issues relating to hardware, software and connectivity</li>
<li>Log, update and manage tickets within the helpdesk system in line with SLAs</li>
<li>Communicate effectively with customers via phone, email and remote support tools</li>
<li>Escalate more complex issues to senior engineers where appropriate</li>
<li>Maintain accurate technical documentation for customer systems</li>
<li>Manage and prioritise your own workload effectively</li>
<li>Contribute to maintaining high levels of customer satisfaction</li>
</ul>
Required Skills &amp; Experience:
Essential
<ul>
<li>Minimum 1 year experience in an IT support or helpdesk role</li>
<li>Experience supporting:</li>
</ul>
Windows 10/11 Microsoft 365 (Outlook, Teams, SharePoint, Exchange) Active Directory / user account administration
<ul>
<li>Basic networking knowledge (DNS, DHCP, TCP/IP)</li>
<li>Strong troubleshooting and problem-solving skills</li>
<li>Excellent communication and customer service skills</li>
<li>Ability to manage multiple support tickets effectively</li>
</ul>
Desirable
<ul>
<li>Experience working for an MSP</li>
<li>Exposure to PSA and RMM systems (Autotask, Datto, ConnectWise, Freshdesk, NinjaOne, Halo etc.)</li>
<li>Exposure to Azure / Entra ID</li>
<li>Experience with Windows Server (2016+)</li>
<li>Understanding of backup solutions or endpoint security platforms</li>
<li>IT certifications (Microsoft preferrable)</li>
</ul>
Working Hours
Our helpdesk operates between 7am – 7pm on a rotating shift basis:
<ul>
<li>Early shift: 7:00am – 3:30pm (remote)</li>
<li>Core shift: 9:00am – 5:30pm (hybrid)</li>
<li>Late shift: 10:30am – 7:00pm (remote)</li>
</ul>
Weekend on-call support for a small subset of customers is shared across the team on a rota basis (9am – 5pm Saturday &amp; Sunday). A driving licence and access to a vehicle is required for participation in the on-call rota.
Salary &amp; Benefits
£25,500 – £30,000 per year (depending on experience)
Benefits include:
<ul>
<li>Hybrid and remote working</li>
<li>Company pension</li>
<li>Birthday holiday</li>
<li>On-site parking</li>
<li>Private Healthcare Scheme (after 2 years of service)</li>
<li>Full support and funding for professional certifications, including Microsoft exams</li>
<li>Exposure to a wide range of technologies and environments</li>
<li>Ongoing training, development &amp; progression opportunities</li>
</ul>
Location:
Hybrid remote role based in Rutherglen, Glasgow (G73 3TW)
______________________________________________________________________________
Job Types: Full-time, Permanent
Pay: £25,500.00-£30,000.00 per year
Benefits:
<ul>
<li>Company pension</li>
<li>Free parking</li>
<li>On-site parking</li>
<li>Private medical insurance</li>
<li>Work from home</li>
</ul>
Application question(s):
<ul>
<li>Which of the following have you supported in previous roles?</li>
</ul>
Microsoft 365 Active Directory Windows 10/11 Windows Server Networking
<ul>
<li>Are you comfortable working a rotating shift between 7am–7pm?</li>
</ul>
Experience:
<ul>
<li>IT support: 1 year (required)</li>
<li>Managed Services Provider: 1 year (preferred)</li>
</ul>
Licence/Certification:
<ul>
<li>Drivers license and access to a car? (preferred)</li>
</ul>
Work authorisation:
<ul>
<li>United Kingdom (required)</li>
</ul>
Work Location: Hybrid remote in Glasgow G73 3TW

1st Line IT Support Engineer (Microsoft 365 / Windows / Azure) – MSP – Hybrid Remote

1st Line IT Support Engineer (Microsoft 365 / Windows / Azure) – MSP – Hybrid Remote

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