IT Service Desk Engineer (1st Line) – Remote with unlimited paid holiday!
Infinity Group is an innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
The service desk engineer provides front-line support to end users, resolving technical issues and providing guidance on IT-related queries. This role serves as the initial point of contact for diagnosing hardware, software, and network-related issues. The engineer is responsible for ensuring a high level of customer service, triaging issues efficiently, and escalating unresolved issues to escalation engineers or relevant departments where necessary.
What skills and working characteristics should this person have?
* Experience working within an IT Service Desk Support Role.
* Basic knowledge of Windows OS, MS-365 Suite, Cloud applications, Software, and common IT hardware.
* Understanding of Entra (e.g., User Account Management), AD is a bonus but not essential; MS365, Exchange, Intune, Teams, Azure, Defender.
* Basic networking knowledge (IP troubleshooting, DHCP)
* Experience with remote support tools and service desk software (e.g., Connectwise, ServiceNow, Jira, Spiceworks, Zendesk)
* Strong communication skills (both written and verbal)
* Excellent customer service skills, with focus on user experience.
* Ability to prioritise and multitask in a fast-paced environment.
* Strong problem-solving skills with attention to detail.
* Teamwork – Ability to work collaboratively within the service desk team and with other departments.
* Adaptability – Willingness to learn and adapt to new tools, processes, and technology.
As a Support Engineer, you’ll be responsible for:
* Provide Support: Act as the first point of contact for all IT-related queries and incidents, via phone, email, or ticketing system.
* Incident Management: log and prioritise incidents and service requests within our ticketing system, ensuring timely updates and resolution.
* Troubleshooting: Diagnose and resolve technical issues, including desktop/laptop hardware, software applications, printers, servers, and network devices.
* Escalation: Escalate more complex issues to escalation engineers in line with infinity’s processes and procedures, whilst ensuring continuous communication and updates are provided to the customer/end user.
* User Account Management: Assist with user account creation, password resets, and access management in accordance with Infinity’s processes and procedures.
* Documentation: Maintain detailed records of customer interactions and resolutions using the ticketing system, ensuring accurate documentation of troubleshooting steps. This will also include keeping our library documentation up to date with relevant information.
* Proactive Support: Provide guidance and advice to users on best practices, basic IT processes, and how to prevent reoccurring issues.
* Adhere to SLAs: Ensure incidents and requests are handled within agreed Service Level Agreements (SLAs) and key performance indicators (KPIs)
* Customer Service: Deliver a high level of customer service, demonstrating empathy and patience, especially when dealing with non-technical users.
* Knowledge sharing: Contribute to internal knowledge bases, creating articles to assist colleagues and end-users with common issues.
* System Monitoring: Assist with the monitoring of IT Systems and alerts, taking action to resolve or escalate where required.
Like the rest of the Infinity team, you'll benefit from:
* The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
* Work in a great culture, highly ambitious, collaborative, humble, and we pride ourselves in making others look cool, be it our colleagues or clients.
* Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme, and Flexible Working.
* A newly renovated office with a break-out area, decent coffee, and a pool table.
* Weekly company events (Think Bigger Friday with Drinks) and quarterly social events with your teams and company-wide affairs including our very own ‘Illuminate’ Annual Awards Gala, Christmas Party, and summer fun. These are not obligatory, but there are very few of us who don’t want to be part of the fun, and we include your partners too.
What are the next steps?
* Apply with your current resume or link to your LinkedIn profile directly on our careers page – https://www.infinitygroup.co.uk/careers/
* Have a quick call with Dom or Keiran (our internal recruiters), to go over the position in more detail and answer any questions you have.
* 1st stage interview, usually via Teams.
* 2nd / final stage, ideally in person, as we like to meet everyone in person and show you around our amazing office.
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