Service Desk Level 1 Engineer

I am looking for  2 Level 1 Engineers with hands-on service desk experience who are keen to learn and grow. If you enjoy helping people solve technical problems and want a business that will support your development, read on.

The role

You’ll be the first point of contact for customers, providing technical support by phone, live chat and email. You’ll resolve issues first time wherever possible and escalate to the right team when more technical input is needed. The workload is busy and varied, and you’ll be trusted to use your own initiative.

What you’ll be doing

• Handling calls, live chats and emails, and supporting customers with incidents and service requests
• Owning tickets from first report through to resolution or escalation
• Logging, categorising and prioritising incidents accurately
• Delivering excellent customer service and meeting agreed SLAs
• Escalating to the appropriate support level when needed
• Supporting and administering Microsoft 365 for customers
• Suggesting improvements to processes and the customer experience
• Working with colleagues across the business to keep customers happy

What you’ll need

• Existing Level 1 technical support experience, ideally within an MSP (in-house experience will be considered)
• Hands-on Microsoft 365 / Office 365 experience (essential)
• Good troubleshooting and problem-solving skills
• A solid grounding in IT fundamentals
• Experience supporting environments where uptime and SLAs matter
• Clear communication with customers and colleagues at all levels
• A positive, enthusiastic approach and a willingness to take initiative

Nice to have

• Up-to-date Microsoft qualifications (M365 related)
• ITIL Foundation certification
• Some knowledge of Microsoft Azure
• A driving licence. Engineers occasionally visit customer sites, but this isn’t essential, and travel can be arranged for those who don’t drive.

What’s on offer

• Salary of £26,000 – £28,000
• Hybrid working: 3 days a week in the office in Southampton, 2 days from home
• A supportive team and real opportunities to develop and progress