Service Desk Engineer (Level 1)

Job Description

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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.

The role is ideal for someone who is customer-focused, technically curious, and looking to build a long-term career in IT support within a fast-paced MSP environment.

Key Responsibilities

• Provide remote IT support via phone, email, and remote tools
• Troubleshoot Windows, Microsoft 365, devices, printers, and basic networking issues
• Log, manage, and resolve tickets with accurate documentation
• Escalate complex issues to 2nd/3rd line support teams
• Support Microsoft 365, Entra ID, and Intune administration
• Assist with onsite support visits and project work when required
• Maintain and update knowledge base documentation
• Ensure SLA targets and service quality standards are met
• Identify and escalate potential security incidents

Technical Environment

• Windows Desktop & Windows Server
• Microsoft 365
• Microsoft Entra ID
• Microsoft Intune
• ITSM tools (e.g. ServiceNow)
• Basic TCP/IP networking
• ITIL processes (Incident, Problem, Change, Request Fulfilment)
• Hardware support (desktops, laptops, mobile devices, printers)

Working Pattern

• Remote-first (UK-based)
• Must be commutable to Godalming, Surrey (GU7)
• Must also be commutable to Heathrow customer site
• Office attendance: 1 week per month (Surrey)
• Occasional onsite visits required
• Shift rotation: xwzovoh
  • Early: 07:00 - 15:30
  • Mid: 09:00 - 17:30
  • Late: 10:30 - 19:00

About You

• Minimum 3 years' experience in IT Service Desk / IT Support role
• Strong Microsoft 365 support experience
• Experience with device troubleshooting and endpoint support
• Confident working within SLA-driven ticketing environments
• Strong communication and customer service skills
• Logical, structured troubleshooting approach
• Comfortable working independently in a remote environment
• Motivated to build a long-term IT career

Desirable Certifications

• AZ-900 / MS-900 / SC-900
• MD-102
• AZ-104
• ITIL Foundation