11629 AW-3
£30k – 35k per year
Level 1 Service Desk Engineer
Salary: £30,000 – £35,000
Home-based (UK) | Commutable to Godalming (GU7) & Heathrow
Office attendance: 1 week per month (Surrey)
Full-time | 37.5 hours per week | Rotating shifts (Mon–Fri)
About the Role
A growing IT managed services provider is seeking a Level 1 Service Desk Engineer to join its support team. This is a remote-first role working within a structured L0/L1/L2 support environment, acting as the first point of contact for end-user IT issues.
You’ll handle a wide range of technical queries, from everyday user support to more detailed troubleshooting, while gaining exposure to enterprise-level Microsoft technologies and cloud environments.
Key Responsibilities
1. Provide remote IT support via phone, email, and remote tools
2. Troubleshoot Windows, Microsoft 365, devices, printers, and basic networking issues
3. Log, manage, and resolve tickets with accurate documentation
4. Escalate complex issues to 2nd/3rd line support teams
5. Support Microsoft 365, Entra ID, and Intune administration
6. Assist with onsite support visits and project work when required
7. Maintain and update knowledge base documentation
8. Ensure SLA targets and service quality standards are met
9. Identify and escalate potential security incidents
Technical Environment
10. Windows Desktop & Windows Server
11. Microsoft 365
12. Microsoft Entra ID
13. Microsoft Intune
14. ITSM tools (e.g. ServiceNow)
15. Basic TCP/IP networking
16. ITIL processes (Incident, Problem, Change, Request Fulfilment)
17. Hardware support (desktops, laptops, mobile devices, printers)
Working Pattern
18. Remote-first (UK-based)
19. Must be commutable to Godalming, Surrey (GU7)
20. Must also be commutable to Heathrow customer site
21. Office attendance: 1 week per month (Surrey)
22. Occasional onsite visits required
23. Shift rotation: Early: 07:00 – 15:30 Mid: 09:00 – 17:30 Late: 10:30 – 19:00
About You
24. Minimum 3 years’ experience in IT Service Desk / IT Support role
25. Strong Microsoft 365 support experience
26. Experience with device troubleshooting and endpoint support
27. Confident working within SLA-driven ticketing environments
28. Strong communication and customer service skills
29. Logical, structured troubleshooting approach
30. Comfortable working independently in a remote environment
31. Motivated to build a long-term IT career
Desirable Certifications
32. AZ-900 / MS-900 / SC-900
33. MD-102
34. AZ-104
35. ITIL Foundation
Benefits
36. 25 days holiday + bank holidays (rising to 28 with service)
37. Private medical insurance
38. Life assurance (4x salary)
39. Pension matched up to 5%
40. Holiday buy scheme (up to +1 week)
41. Homeworking allowance (£300 setup + £100 annually)
42. Paid charity day
43. Dog-friendly office with free parking
44. Techscheme & Cyclescheme
45. Quarterly training and development sessions
Important Requirements
46. Must be able to work rotating shifts
47. Must be commutable to Godalming office
48. Must attend office 1 week per month
49. Must be commutable to Heathrow customer site
50. Open to occasional onsite visits
51. Minimum 3 years IT support experience required
52. Strong Microsoft 365 experience essential
53. Permanent candidates only (no contractors)
54. Must be eligible for BPSS / SC clearance
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation