1st Line Service Desk Engineer

Role: 1st Line Service Desk Engineer
Salary: Up to £27000 per annum depending on experience
Location: Hybrid nr Leeds

We have a permanent position available for a 1st Line Service Desk Engineer to join a supportive MSP based near Leeds. This is a full-time position with some scope to work remotely, paying between £24000 and £27000 per annum depending on experience and qualifications.

You would assist in providing managed IT services, cloud solutions, data backup and recovery support to clients across multiple industries. This is a great opportunity for someone with experience in a Managed Service Provider (MSP) environment who is passionate about IT and delivering exceptional customer service.

The role:

• Provide 1st line technical support over the phone, via email, and in person, ensuring a friendly and professional approach.
• Log, triage, and manage service desk tickets, aiming for a first-time fix.
• Communicate clearly with customers, account managers, and service managers, ensuring issues are resolved within SLA.
• Take ownership of assigned incidents, tracking their progress and ensuring timely resolution.
• Escalate complex issues to the appropriate teams as needed.
• Support the onboarding and offboarding processes (new starters, leavers, and role changes).
• Configure and set up IT hardware.
• Perform routine system checks and software updates.
• Provide on-site support to customers when required.
• Maintain and update procedural documentation.
• Demonstrate a proactive, hands-on approach to problem-solving within strict SLA timelines.
• Deliver outstanding customer service.

Essential skills/experience required:

• Troubleshooting experience with Microsoft Windows 10/11.
• Apple Mac support experience.
• Active Directory Administration.
• Administration of Office 365.
• General hardware and software troubleshooting expertise.
• Familiarity with Remote Monitoring and Management (RMM) tools and remote-control software (Automate, TeamViewer).
• Knowledge of Intune and Mobile Device Management (MDM).
• Antivirus experience.
• Basic understanding of backup technologies.
• A general understanding of networking principles.

Excellent benefits include Healthcare, Well-Being and Life Insurance Schemes, free training and development and extra holiday for your Birthday off, to name a few.

If you are interested in the above role, please Apply Now and send a CV for quick review.

Should you require reasonable adjustments at any point during the recruitment process or if there is a better way for us to communicate, please do let us know.

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