IT Support Engineer / Field Engineer (MSP)

£38,000 - £42,000 + Company Van + Benefits

Home-based | Covering Bristol & North Somerset

Full-time, Permanent | Monday-Friday, 9:00am-5:30pm

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.