Tier 1 Support Engineer

Tier 1 Support Engineer (Acronis Partner Support & Microsoft 365 Internal Support)

Department: Managed Services

Reports To: Head of Technical Operations

Location: Gsolutions CPT Office

Employment Type: Full-Time

About Gsolutions

At Gsolutions, we help our clients get the most out of their technology by delivering practical IT services and solutions that make a real difference. Our core services include Managed IT Services, IT Security, Cloud Infrastructure, Cloud Services, Microsoft 365 and Procurement.

We believe in doing things properly, taking ownership, being honest, and giving our clients a great service experience.

As part of the team, you will work with a wide range of technologies, support real client environments, and build your career in a busy but supportive Managed Services Provider environment.

Job Summary

This is a Tier 1 Support Engineer role with a good mix of responsibilities. You will help support Gsolutions partner clients who use Acronis services, while also assisting our internal team with Microsoft 365, Windows applications, endpoint issues, and everyday service desk requests.

Acronis experience is important, but this is not an Acronis-only position. The role sits within our broader Managed Services team and would suit someone who enjoys variety, likes solving practical IT problems, and is comfortable supporting both clients and internal users.

Day to day, you will work on Acronis incidents, alerts and deployments, internal Tier 1 requests, Microsoft 365 administration, Windows and application troubleshooting, endpoint support, and general service desk activities.

We do need someone with at least 1 year of hands-on Acronis experience in an MSP or IT services environment.

Primary Responsibilities

The main focus of the role is to support partner clients using Acronis Cyber Protect Cloud, Acronis RMM, Acronis Backup & Disaster Recovery, Acronis Endpoint Detection & Response, Acronis Cloud & SaaS Protection, and other MSP-related services.

You should also be comfortable helping internal users with Microsoft 365, Windows, macOS, iOS, and common business applications. This may include account access, licensing, Teams, SharePoint, OneDrive, desktop applications, connectivity, printing, peripherals, and general end-user support.

Other Responsibilities

Other day-to-day responsibilities may include helping with printer and peripheral issues, basic LAN and WAN troubleshooting, DNS and DHCP queries, VPN support, and wireless connectivity. You will also be expected to keep tickets updated, follow service desk processes, and know when to escalate more complex issues to the right senior technical resource.

Essential experience

We are looking for someone with at least 1 year of hands-on Acronis experience in an MSP or IT services environment. You should understand the Acronis platform well enough to support partner-client requirements across backup, recovery, RMM, EDR, cloud and SaaS protection, and general MSP operations.

You should also have practical Microsoft 365 administration experience and be comfortable providing Tier 1 support for Windows desktops, common business applications, user accounts, endpoint issues, and general service desk incidents. Strong troubleshooting skills, basic networking knowledge, endpoint support experience, and clear written and verbal communication are important for this role.

Nice to have

Experience with PowerShell, Microsoft Intune, Azure fundamentals, Active Directory, security operations, or basic automation would be a strong advantage.

Professional Certifications

Relevant Acronis, CompTIA, Microsoft Fundamentals, or IT diploma/degree qualifications would be helpful, but the right hands-on experience is the most important requirement.

Required Personal Attributes

We are looking for someone who takes ownership, communicates well, enjoys technology, pays attention to detail, and is keen to keep learning. You should be comfortable working on your own when needed; but also enjoy being part of a team in a fast-moving MSP environment.

Key Competencies

The key competency areas for this role include Acronis platform administration, backup and disaster recovery, endpoint security, Microsoft 365 protection and administration, Windows application support, remote monitoring and management, incident management, customer service, troubleshooting, documentation, and time management.

Key****Performance Indicators (KPIs)

Success in this role will be measured through reliable ticket handling, strong Microsoft 365 and Windows support, fast response to Acronis alerts, backup success rates, SLA compliance, good documentation, client satisfaction, and a reduction in recurring issues over time.

Career Progression

This role can open up career paths into areas such as senior Acronis support, cybersecurity, backup and disaster recovery, cloud services, SOC operations, solutions architecture, or technical team leadership.

Why Join Gsolutions?

You will join a team that works closely with cybersecurity, data protection, Microsoft 365, cloud services, and managed services every day. It is a good opportunity for someone who wants variety, wants to grow, and wants exposure to both internal support and partner-client environments.

How to Apply

To apply, please send us your full CV, references, expected salary, and availability to start.

Please note that we do need applicants to have the required Acronis experience to be considered for this role.