1st Line IT Support Analyst

Level 1 Service Desk Engineer Overview

An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team.

This is a primarily remote position within a structured Level 0, Level 1 and Level 2 support environment. The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users while working across a broad range of Microsoft technologies and enterprise environments.

This role is ideal for someone who is customer-focused, technically curious, and looking to build a long-term career within a fast-paced Managed Services Provider (MSP). Alongside technical ability, attitude, collaboration, problem-solving and excellent customer service are highly valued.

What You'll Be Doing

• Provide remote IT support to end users via phone and remote support tools

• Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues

• Log, manage and resolve support tickets with clear documentation

• Escalate complex issues to 2nd and 3rd Line Support where appropriate

• Support user and device administration across Microsoft 365, Entra ID and Intune

• Assist with onsite support, installations and project work when required

• Maintain and update technical knowledgebase documentation

• Ensure service levels (SLAs) and quality standards are consistently met

• Identify and escalate potential security incidents

Technical Environment

• Microsoft Windows Desktop & Server

• Microsoft 365

• Microsoft Entra ID

• Microsoft Intune

• ITSM platforms (eg ServiceNow)

• Basic TCP/IP Networking

• ITIL processes (Incident, Problem, Change & Request Fulfilment)

• Desktop, laptop, mobile device and printer support

About You

We're looking for someone who is:

• Self-motivated and proactive

• Passionate about delivering excellent customer service

• A logical and structured problem solver

• Comfortable working independently in a remote environment

• Collaborative, adaptable and eager to learn

• Looking to develop a long-term career within IT

Essential Experience

• Minimum of 3 years' experience in an IT Service Desk or IT Support role

• Experience providing both remote and onsite support

• Strong Microsoft 365 support experience

• Experience with device management and troubleshooting

• Good understanding of SLAs, KPIs and IT ticketing processes

Location & Working Pattern

• Home-based (UK)

• Must be able to commute to Godalming, Surrey for one mandatory office week each month

• During office weeks, you'll gain hands-on experience including device builds, imaging and collaboration with senior engineers

• Occasional travel to a customer site near Heathrow for onsite support, troubleshooting and installations

Working Hours

37.5 hours per week, Monday to Friday, working on a rotating shift pattern:

• Early: 7:00am - 3:30pm

• Mid: 9:00am - 5:30pm

• Late: 10:30am - 7:00pm

Flexibility to work all shifts is essential.

Benefits

• 25 days annual leave plus bank holidays, rising to 28 days with service

• Private medical insurance

• Life assurance (4x salary)

• Pension with employer matching up to 5%

• Holiday buy scheme (purchase up to one additional week)

• Homeworking allowance (£300 setup plus £100 annually)

• Paid charity volunteering day

• Dog-friendly office with free parking

• TechScheme and CycleScheme

• Quarterly company-funded training lunches

• Excellent opportunities for technical development and career progression

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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