Service Desk Engineer (Level 1)
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)
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
- Windows Desktop & Windows Server
- Microsoft 365
- Microsoft Entra ID
- Microsoft Intune
- ITSM tools (eg ServiceNow)
- Basic TCP/IP Networking
- ITIL processes (Incident, Problem, Change, Request Fulfilment)
- Hardware support (desktops, laptops, mobile devices, printers)
- 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:
- Early: 07:00 - 15:30
- Mid: 09:00 - 17:30
- Late: 10:30 - 19:00
- 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
- AZ-900/MS-900/SC-900
- MD-102
- AZ-104
- ITIL Foundation
- 25 days holiday + bank holidays (rising to 28 with service)
- Private medical insurance
- Life assurance (4x salary)
- Pension matched up to 5%
- Holiday buy scheme (up to +1 week)
- Homeworking allowance (£300 setup + £100 annually)
- Paid charity day
- Dog-friendly office with free parking
- Techscheme & Cyclescheme
- Quarterly training and development sessions
- Must be able to work rotating shifts
- Must be commutable to Godalming office
- Must attend office 1 week per month
- Must be commutable to Heathrow customer site
- Open to occasional onsite visits
- Minimum 3 years IT support experience required
- Strong Microsoft 365 experience essential
- Permanent candidates only (no contractors)
- Must be eligible for BPSS/SC clearance
Due to the volume of applications received for positions, it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.
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