IT Support - At the heart of every business

Whether there is an in-house team or a managed service provider doing the heavy lifting, there aren't too many businesses that can manage without a successful IT Support function

Internal vs. External

At the heart of any business with tech and IT capabilities is the IT Support team. Responsible for configuring computer systems, repairing software and hardware malfunctions, and providing technician support both on-site and remotely, an IT Support Engineer keeps the digital operations of a business running smoothly.

The nature of IT support can be split into two key areas: internal IT support and outsourced IT support, also known as a Managed Service Provider (MSP). Internal IT support involves assisting the employees of your own company - the IT Support Engineer would sit within the wider IT team, and handle any localised issues or troubleshooting technical problems with employees. For internal roles, the teams and responsibilities will generally be less defined, especially in smaller businesses.

As for outsourced IT support, this comes in the form of a Managed Service Provider. This is an external company paid by a business to handle its IT support and maintenance needs. They provide fully managed support to their clients, and, since these roles are much more customer-facing, engineers will be required to communicate often-complex ideas to a variety of workers. Roles in an MSP are likely to be more rigidly defined.

Roles we recruit for include, but aren’t limited to:

  • 1st Line Support Engineer
  • 2nd Line Support Engineer
  • 3rd Line Support Engineer
  • Desktop Technician/Desktop Engineer
  • IT Technician
  • Helpdesk Engineer
  • Service Desk Analyst

Some things are clearer than others

IT Support has a clear progression pathway, although the responsibilities of each role aren’t always plainly defined. The lines between 1st, 2nd, and 3rd Line Support Engineers are often blurry since the main difference in each is the complexity of the tasks and fixes they’re assigned. This is a subjective decision, so what one business defines as a 2nd Line Engineer, might be considered either a 1st or 3rd Line Engineer in another. Beyond IT Support, a 3rd Line Engineer could even progress into an Infrastructure Engineer or Network Engineer role, in order to access higher salaries and more challenging day-to-day tasks.

At Applause IT, we have over 20 years of experience in IT, digital, and tech recruitment, so there’s no one better to help you find the right fit, whether you’re a candidate seeking your next opportunity or a company looking to grow your team. We know that no two businesses or candidates are the same, which is why our specialist consultants take the time to understand each client's and jobseeker's needs.

To talk through how Applause IT can help to expand your IT Support team or to find your next Support Engineer opportunity, get in touch with one of our consultants for a friendly, no-obligation chat.

Check out our latest IT Support jobs now

If you can't see the role for you in the list below, get in touch with our consultant team and we can discuss your options

Service Desk Analyst

Birmingham, West Midlands Permanent On Site IT Support

Service Desk Engineer - Freight and Logistics organisation - ITIL, 1st Line/2nd LineBirmingham - £30,000Applause IT are looking for a Service Desk En ...

£25000 - £30000

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2nd Line Engineer - MSP, Windows, Cloud

Coleshill, Warwickshire Permanent On Site IT Support

2nd Line Engineer - MSP, Windows, CloudColeshill - £30,000 - £38,000 + Benefits Applause IT are working with a growing MSP in who are on the lookout ...

£30000 - £38000

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Senior IT Engineer - Microsoft, Network, Support

Birmingham, West Midlands Permanent On Site IT Support

Senior IT Engineer - Microsoft, Network, SupportBirmingham - £32,000 - £40,000 + £3,000 Car Allowance Applause IT are proud to be working with a gr ...

£32000 - £40000

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Assistive Technology Installer

Stockport, Greater Manchester Permanent On Site IT Support

Assistive Technology Installer - Care Home and Medi-Tech Healthcare Systems. Stockport, Greater Manchester, North West. Must have clean driving licen ...

£25000 - £28500

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IT Support Engineer - SLA, Support, ITIL

Wednesbury, West Midlands Permanent On Site IT Support

IT Support Engineer - SLA, Support, ITILWednesbury - £25,000 - £35,000 + Benefits + Training Applause IT is looking for a IT Support Engineer with e ...

£25000 - £35000

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AWS Data Engineer

Stafford, Staffordshire Permanent On Site IT Support

AWS Data Engineer - IT Consultancy - AWS, Azure, PythonStafford - Hybrid - £80,000Applause IT are looking for an AWS Data Engineer to join a well est ...

£40000 - £80000

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3rd Line Support Engineer

Leeds, West Yorkshire Permanent On Site IT Support

3rd Line Support Engineer - Managed Services Provider - Windows Server, Microsoft 365, AzureLeeds - Hybrid - £50,000 Applause IT are looking for a 3r ...

£45000 - £50000

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