Line 1 & 2 Service Desk Engineer

Our client is a rapidly expanding, award-winning IT company based in Northampton.

They partner with small to medium businesses across the UK and are committed to helping organisations make the most out of their technology.

Job Summary

The Line 1 Service Desk Engineer provides first-line technical support to customers within a Managed Services Provider (MSP) environment. The role focuses on resolving day-to-day IT issues, supporting users, and assisting with routine administrative tasks and supporting senior engineers where required, while maintaining high customer service standards. You will work closely with customers, senior engineers, and the service desk team to troubleshoot issues, escalate when required, and ensure systems remain reliable, secure, and well-supported.

Job Summary

The Line 2 Service Desk Engineer provides second-line technical support to customers within a Managed Services Provider (MSP) environment. The role focuses on resolving escalated technical issues, supporting complex infrastructure troubleshooting, and assisting with the maintenance and improvement of customer IT environments.

You will work closely with Line 1 engineers, senior engineers, and customers to diagnose and resolve technical problems, implement changes, and ensure systems remain reliable, secure, and well-supported.

The role also involves mentoring Line 1 engineers and contributing to the ongoing development of service desk processes and documentation.

Key Responsibilities Service Desk Support

• Provide first-line technical support via phone, email, and ticketing systems
• Troubleshoot and resolve common IT issues including:
  • Microsoft 365 user support (Outlook, Teams, SharePoint)
  • Password resets and account management
  • Basic Active Directory administration
  • Endpoint and device support (Windows PCs, laptops, printers)
  • Network connectivity issues (Wi-Fi, VPN/Internet access)
• Log, update, and manage tickets in the PSA system
• Escalate complex technical issues to senior engineers where appropriate
• Work within agreed service levels and ticket priority targets

Customer Support

Deliver professional and friendly support to end users

Communicate clearly with both technical and non-technical users

Keep customers informed of progress on incidents and service requests

Maintain strong customer service standards and response times.

System Administration & Monitoring

Perform routine administrative tasks such as user onboarding/offboarding

Monitor alerts generated from RMM systems

Assist with patching and routine maintenance tasks under the guidance of senior engineers

Support endpoint management and security tools

Documentation & Process

Maintain accurate ticket notes and documentation

Follow internal processes including change management and security procedures

Contribute to knowledge base documentation where applicable

Required Skills & Experience Technical Skills

• Basic experience working in an IT support or helpdesk environment
• Familiarity with Microsoft technologies including:
  • Windows 10/11
  • Microsoft 365 (Exchange, Teams, SharePoint)
  • Active Directory / Entra ID
• Understanding of networking basics (IP addressing, DNS, Wi-Fi, VPN)
• Experience using service desk tools or ticketing systems
• Basic troubleshooting skills for hardware and software issues

Desirable Experience

Experience working in a Managed Services Provider (MSP)

Exposure to RMM and PSA platforms (e.g., Datto RMM, Autotask)

Knowledge of endpoint security or backup tools

Basic scripting or PowerShell knowledge

Working Location, Travel & Hours

This role may involve a combination of office, remote, and occasional customer site work depending on operational requirements. Occasional site visits may be required and will initially be supported by a senior engineer.

Work may be performed from the office, remotely, or occasionally at customer premises

Occasional travel may be required

Some out-of-hours work may occur during maintenance or change windows. This will be agreed beforehand.

Flexibility in working hours may be required in line with business needs

Personal Attributes

Strong customer service and communication skills

Good problem-solving and troubleshooting ability

Willingness to learn and develop technical skills

Ability to work in a fast-paced support environment

Organised and detail-oriented

Team-focused with a proactive attitude