Service Desk Engineer

Second Line Service Desk (Two Roles)

Based in Preston

Salary up to around £32,000 with Bonus (DOE)

This is an excellent opportunity for a professional who is looking to develop their career in IT support within a supportive, structured Service Desk environment.

We are working with an established and growing Managed Service Provider looking for Support Engineers to join their developing team.

You will be part of the Service Desk team, helping to deliver a high-quality customer experience. You will use  hands-on experience while supporting users with a wide range of technical queries.

What You’ll Be Doing

With support and guidance from the wider team, you will:

• Assist with 1st line support and to 2nd line incidents, requests, and problems
• Deliver a friendly, professional, and patient level of customer service
• Learn how to meet SLAs, KPIs, and customer satisfaction targets
• Follow agreed troubleshooting scripts, processes, and documentation
• Use remote support and monitoring tools to investigate and resolve issues
• Accurately log, update, and manage tickets within the Service Desk system
• Escalate issues to senior team members when appropriate

Technologies:

You will receive hands-on exposure and training across the following technologies:

• Remote Monitoring & Management (RMM) tools, including basic automation and scripting
• ConnectWise Control for remote support
• PassPortal for password management and documentation
• Microsoft 365 user support (accounts, licensing, and access)
• SharePoint and OneDrive user support
• Multi-Factor Authentication (MFA) setup and support
• VPN setup and troubleshooting
• User devices (laptops, desktops, peripherals)
• Printers and scan-to-email
• Anti-virus installation and basic troubleshooting
• Device builds and installs
• Simple file restores

Looking For:

• An IT professional with strong experience in IT support
• A genuine desire to learn and develop technical and customer-facing skills
• Strong communication skills and a customer-focused mindset
• Good attention to detail and willingness to follow processes

Nice to have:

• A full, clean UK driving licence
• Experience in IT Support with the hospitality sector