Level 1 Service Desk Engineer
đź’° Up to ÂŁ35K
đź“Ť Remote, with occasional customer site visits across the Godalming to Heathrow corridor (mileage expensed). Ideally based within that area.
Company & role
This opportunity sits with a well established UK cloud service provider supporting a varied base of enterprise and mid market customers. The business has built a strong reputation for technical quality and customer focus, and the service desk is the front line of that experience.
They are hiring a Level 1 Service Desk Engineer to provide remote technical support across a broad mix of Microsoft cloud and end user environments, with the occasional site visit thrown in. It is a small, close team where people get exposure to a much wider range of technology and customers than you would typically see at a larger organisation, which makes it a strong move for someone looking to push their career on rather than sit still at L1.
Why This Role Stands Out
* Genuine exposure to a wide variety of Microsoft technologies and customer environments, not the same repetitive ticket queue
* Small team culture where attitude and initiative actually get noticed and rewarded
* Clear path to grow technically, with scope to develop into more advanced support, project delivery or Microsoft cloud specialisms
* Mostly remote working with only infrequent customer travel, so good flexibility day to day
* The chance to work somewhere stable and well established without being lost in a giant service desk operation
Key Responsibilities
* Provide first line remote support to customers across the UK via phone, ticketing and remote tools
* Triage, troubleshoot and resolve issues across PCs, laptops, mobile devices, printers and networking
* Manage tickets through their full lifecycle, keeping clear notes and timely updates for both internal and customer visibility
* Escalate appropriately to 2nd and 3rd line, ensuring SLAs and OLAs are met
* Support across Microsoft 365, Entra ID and Intune, including user and group management, device management and remote troubleshooting
* Identify and help contain potential security or major incidents, working with the wider security team
* Contribute to knowledgebase articles and support documentation
* Occasionally attend customer sites for hands on support or project work when needed
Ideal Experience
* Around 3 years in a similar service desk or end user support role covering both remote and onsite work
* Solid grounding in Microsoft 365, Windows desktop and server operating systems, Entra ID and Intune
* Confident with hardware fault diagnosis across Windows, Android and iOS devices
* Good understanding of TCP/IP networking
* Experience working in an ITIL aligned environment with defined SLAs and KPIs, covering incident, problem, change and request management
* Familiar with ITSM platforms such as ServiceNow
* Confident customer facing, with strong written and verbal communication and the ability to explain technical detail to non technical users
* A full UK driving licence and access to a car for occasional site visits
Desirable
* Microsoft certifications such as AZ-900, MS-900, SC-900, MD-102 or AZ-104
* ITIL 4 Foundation
* Awareness of ISO 20000 and ISO 27001 principles
**Candidates will need to be eligible to pass BPSS security screening, with SC clearance potentially required**