Level 1 Service Desk Engineer in Godalming

£31,000
Home based, with around one week a month in the Surrey office and regular travel to customer sites in Oxfordshire. You must own a car and hold a full driving licence.

This sits with a long established UK managed service provider specialising in Microsoft cloud, supporting public sector and mid market customers across the country. The business has recently become part of a much larger national IT services group, so it keeps the close knit team feel it has always had, but now with the backing, scale and career options of a far bigger organisation.

This is a replacement hire on the service desk, taking on remote first line support across the customer base alongside onsite support and project work at customer locations. Some of those locations are secure government sites, including immigration removal centres, which shapes what the role looks like day to day and who it suits.

You would report into the Service Desk Team Leader, working a 37.5 hour week Monday to Friday on a rotating shift pattern between 07:00 and 19:00.

Why This Role Stands Out

• A genuine Microsoft cloud MSP, so the support work is Microsoft 365, Entra ID and Intune rather than legacy on premise firefighting.
• A mix of remote service desk and hands on site work, which keeps the week varied and builds skills most first line engineers never get near.
• Small, visible team where the work you do is noticed, now sat inside a much larger group with real progression routes.
• Genuine support for certifications, with the Microsoft fundamentals and associate track clearly mapped out.
• Benefits include 25 days holiday rising with service, private medical insurance, matched pension, a homeworking budget and a paid charity day.

Key Responsibilities

• Provide first line support to customers via remote tools and telephone, covering PCs, laptops, mobile devices, printers and basic networking.
• Assess impact and urgency accurately, resolve what you can at first line and escalate cleanly to second and third line when needed.
• Own tickets through their lifecycle with clear technical notes and timely updates, both internally and customer facing.
• Identify potential security or major incidents and support the security team with containment and remediation.
• Attend customer sites, typically four to six days a month, for onsite support and project delivery, more during rollout periods.
• Create and maintain knowledgebase articles and support documentation.
• Work to agreed SLAs and OLAs, and build strong day to day relationships with customer contacts.

Ideal Experience

• Around three years in a first line service desk role covering both remote and onsite support.
• Solid grounding in Microsoft cloud services, specifically Microsoft 365, Entra ID and Intune.
• Hands on with Windows desktop and server operating systems, user and group management, device management and remote troubleshooting.
• Hardware fault diagnosis across Windows, Android and iOS, plus printer support.
• Working understanding of TCP/IP networking.
• Experience with ITSM platforms such as ServiceNow and ITIL practices covering incident, problem and change management and request fulfilment.
• Comfortable working to defined SLAs and KPIs.
• Desirable certifications include AZ 900, MS 900, SC 900, MD 102, AZ 104 and ITIL 4 Foundation.

Practical requirements worth being clear on

• You must be a car owner and driver, as site locations and equipment make this essential.
• The onsite element is physical and is a core part of the role, not an occasional extra. It involves walking fair distances, climbing stepladders, carrying equipment and being on your feet for the day. Applicants who need reasonable adjustments should raise them early so they can be discussed properly.
• Sites include immigration removal centres, which will not suit everybody.
• Employment is subject to BPSS security screening and the clearance required for prison and immigration sites. SC clearance may also be required.