- Location
- Hebburn, England
- Type
- Full-time
- Department
- Engineering
- Education
- Master
Description
If your current 1st line job is mostly password resets and passing tickets up the chain, this is the step out of it.
This North East MSP has a separate triage team for the quick calls and the 15-minute jobs. That leaves their 1st Line desk with work most MSPs would give to 2nd line: tickets that take 15 minutes to an hour to fix properly, across M365, Entra ID and Intune.
What you’ll be working on
M365 admin every day: users, licensing, permissions, Exchange/Outlook, Teams
Entra ID: user setup, groups, MFA and Conditional Access policies
Intune: enrolment, app deployment, config profiles, and fixing non-compliant devices across Windows, Mac and mobile
Windows 10/11 support, hardware break-fix, printer mappings, basic GPO
First-pass network checks: DHCP, DNS, connectivity, basic firewall and port issues (complex routing and switching goes to the infrastructure team)
Patching, feature updates (24H2/25H2) and endpoint protection, with Cyber Essentials standards in mind
The workload
You’ll handle around 18–20 tickets a day, at about 30 minutes each. The triage team takes the phones, but overflow comes to 1st line when it gets busy. When there’s capacity, you’ll join 2nd and 3rd line project work: device rollouts, tenant onboardings, software deployments and Cyber Essentials hardening. You’ll also write up what you fix in Confluence, so the next person doesn’t start from scratch.
Certs are expected, and that’s the point
They require Microsoft certifications, starting with MS-900 or AZ-900 during probation. They pay for every exam, give you a cash bonus for each one you pass, and count your results in salary reviews and promotions. If you’ll put in the self-study, the route up is clear. Most of their current 2nd and 3rd line engineers and technical leads started on this desk.
The team
The 1st line team has about 9 engineers, inside a technical department of about 30. That covers triage, 1st, 2nd and 3rd Line, plus dedicated infrastructure and network specialists. It’s collaborative and open, and they want people who knuckle down when it’s busy and can explain things clearly to end users.
The role is full-time, based in Hebburn. Being able to drive is a real advantage for getting there