IT SUPPORT TECHNICIAN – 2/3 Line Job at Norwich Full Time NEW

About Us:

MSI‑Defence Systems Limited is a UK defence company with a rich heritage in the design and delivery of naval weapon systems. We are trusted by our global customer-base to provide high‑integrity, mission‑critical solutions that fulfil the most challenging operational requirements. The company combines deep engineering expertise with disciplined project delivery to support complex, long‑term contracts in highly assured environments.

MSI‑Defence Systems has entered an exciting phase of sustained growth. Building on its strong foundation, the business has expanded its capabilities into land-based systems, applying the same structured engineering, manufacturing, and commercial disciplines that underpin its success. Continued investment in people, processes, and facilities enables the company to take on increasingly complex work while preserving the values that have earned customer trust.

As MSI‑DS continues to grow, the IT team plays a key role in safeguarding value, managing risk, and enabling sustainable business performance across the organisation.

About the Role:

The IT Support Technician plays a key role in maintaining and improving MSI Defence Systems IT infrastructure while also supporting future IT projects, system upgrades, and technology developments. This is a hands-on technical role requiring both operational support expertise and the ability to contribute to strategic IT initiatives.

The primary responsibilities will include but are not limited to:

Technical Support & Operations

• Provide 2nd and 3rd line technical support for users across the business.
• Troubleshoot and resolve complex hardware, software, networking, and infrastructure issues.
• Support and maintain Windows desktop and server environments.
• Manage and support Microsoft 365 services including Exchange Online, Teams, SharePoint, and Entra ID (Azure AD).
• Monitor system performance, security, backups, and infrastructure health.
• Support endpoint management solutions and device deployments.
• Assist with user account administration, permissions, and access control.
• Maintain accurate technical documentation and support procedures.
• Escalate and manage critical incidents where required.

Networking & Infrastructure

• Support and maintain LAN, WAN, Wi-Fi, VPN, and firewall environments.
• Diagnose and resolve network connectivity and performance issues.
• Configure and support switches, routers, and network hardware.
• Assist with network security, patching, and infrastructure improvements.
• Work with third-party suppliers and vendors when necessary.

Projects & Development

• Assist with the delivery of IT projects, upgrades, and infrastructure improvements.
• Support future technology developments and business transformation initiatives.
• Participate in system migrations, deployments, and cloud adoption projects.
• Identify opportunities for automation, efficiency improvements, and service enhancements.
• Contribute to IT planning, disaster recovery, and business continuity activities.

About the Person:

A reliable and technically capable IT professional who enjoys hands-on support while also contributing to the future direction of IT services and infrastructure. Combining strong operational support skills with the enthusiasm to support ongoing improvements, projects, and business growth initiatives.

Experience & Skills

Technical

Strong experience in a 2nd or 3rd line IT support role.

Good understanding of Microsoft technologies including:

• Windows 10/11
• Windows Server
• Microsoft 365
• Active Directory / Entra ID
• Exchange Online
• Intune / Endpoint Management
• SharePoint and Teams

Strong networking knowledge including:

• TCP/IP
• DNS / DHCP
• VLANs
• VPNs
• Switching & Routing
• Wireless networking
• Firewall fundamentals
• Experience supporting virtualised environments such as VMware or Hyper-V.

Personal Attributes

• Strong troubleshooting and analytical skills.
• Hands-on and proactive approach to IT support.
• Excellent communication and customer service skills.
• Ability to manage multiple priorities and work independently.
• Strong attention to detail and problem-solving mindset.
• Ability to contribute positively within a collaborative IT team.