Overview
At MASS, service excellence is central to our mission. We deliver dependable, high-quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach. We are looking for a Service Desk Engineer to provide high-quality 1st and 2nd line support to a secure network user community. You will be based at our Cambridgeshire Head Office in a full-time onsite position within a high-assurance environment, working closely with technical teams across Network, Security, and 3rd line resolver groups.
Responsibilities
* Act as the first point of contact for users, delivering 1st line triage, investigation, and resolution across devices, operating systems, applications, and secure services.
* Provide 2nd line support involving deeper technical analysis, hands-on troubleshooting, and root-cause identification where required.
* Aim to achieve first-time fix wherever possible to improve service efficiency and minimise escalations.
* Escalate effectively to 3rd line resolver teams when specialist intervention is required.
* Log, categorise, and manage all incidents, service requests, problems, tasks, and changes using service management tooling.
* Maintain accurate recordkeeping and ensure timely updates, following Incident and Request Management workflows.
* Work within agreed SLAs for response, diagnosis, and resolution.
Qualifications
* Previous experience delivering 1st and 2nd line support in a secure or structured service environment.
* Strong diagnostic capability with proven ability to achieve first-time fix.
* Solid understanding of Windows, Microsoft enterprise tooling, networking basics, and device troubleshooting.
* Familiarity with ITIL processes.
* Excellent communication and stakeholder-management skills.
Desirable Skills
* Experience working in a secure or SIEM-monitored environment.
* Exposure to resolver group structures and cross-team escalation processes.
Wellbeing and Culture
Wellbeing is at the heart of our culture, helping people thrive and reach their full potential. We take pride in our wellness programmes, including mental health first aiders and full access to our employee assistance programme.
Non-Negotiables
* Comfortable working onsite full-time in a high-assurance environment.
* A sole UK national
* Eligible to obtain and maintain UK Government SC-level clearance
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