Service Desk Engineer

Service Desk Engineer

💰 Up to £32,000

📍 Home based initially, moving to hybrid with 3 days per week in a new Welwyn Garden City office once it opens. Candidates need to be within commutable distance of Welwyn Garden City.

Company & role

This sits with an established UK managed service provider supporting mid market clients across managed IT, cloud and modern workplace. They run a UK based service desk and are in a period of genuine growth, investing in headcount and opening a new office as the base for the next phase of the team.

The service desk has recently been restructured. First and second line have been merged into a single Service Desk Engineer function, and the device build work has been brought into the same team on a rotation rather than sitting with a dedicated build engineer. That means broader work and more variety than a typical tiered desk, and a clearer route into the deeper technical roles that sit above it.

This is not a junior seat. They are looking for someone who has already done a few years on an MSP desk and can hold their own from day one.

Why This Role Stands Out

• You are joining at the start of a build out, not filling a gap. The new office is being set up as the base for the team and further hires are already planned from there.
• Real variety in the week. Service desk tickets, escalations, and rotations onto device builds and deployment, rather than the same queue every day.
• Home based until the new office opens, which is a rare thing on a service desk role.
• A manager who is visibly on the front foot and hiring to keep momentum, with a clear view of what good looks like.
• Genuine progression above you. There is a defined SME layer handling deeper technical work, so there is somewhere to go.
• Support with Microsoft certifications as part of professional development.

Key Responsibilities

• Handle incoming tickets and calls across a mixed client base, owning issues through to resolution against SLAs
• Support and troubleshoot Microsoft 365 including Exchange Online, Teams, SharePoint and OneDrive
• Provide Windows desktop and laptop support, along with Active Directory administration and user management
• Resolve basic networking issues covering DNS, DHCP, VPNs and general connectivity
• Rotate onto device build and deployment work, preparing and configuring equipment before it goes out to clients
• Escalate cleanly to the senior technical team where needed, with good documentation and handover
• Maintain high first time fix rates and a strong customer experience on every interaction
• Contribute to an on call rota once it is introduced, expected to be weekend focused with details and allowance still being finalised

Ideal Experience

• Solid experience on a managed service provider desk, ideally 2 to 3 years or more, dealing with multiple clients, ticket queues and SLAs
• Strong Microsoft 365 administration and support, plus Windows OS and Active Directory
• Working knowledge of basic networking, enough to be useful on VPN, switching and connectivity questions
• Comfortable working to stats and targets, with experience of structured one to ones and performance measures
• Familiarity with ITSM and PSA platforms, and with RMM tooling for remote monitoring and support
• Excellent communication and a genuinely strong customer service instinct, able to stay calm and clear under pressure
• ITIL awareness and Microsoft Fundamentals certifications such as MS 900, AZ 900 or SC 900 are useful but not essential