Closing on 31 Dec 2026 Service Desk Engineer Hybrid · Team Metalogic HQ, Caerphilly, CF83 3GW (United Kingdom) Posted on 02 Nov 2026

Hybrid · Team Metalogic HQ, Caerphilly, CF83 3GW (United Kingdom)

Job type

Full-time

Department

Service Desk

Pay

Shift/Schedule

Generally work either 08:00-16:00 or 09:00-17:00 Monday to Friday.

Service Desk Engineer

Aim of the role:

Provide technical support to end-users at customer sites

Department:

Service Desk

Reporting to:

IT Operations Manager / Service Team Lead

Based on experience and skill set, offering £30-£35k

Hours:

Monday to Friday, 08:00–16:00 or 09:00–17:00, No weekends.

Let's start with why:

For us it isn’t just about technology. We build trust and understanding with our clients so that we become their strategic partner for IT and telecoms, leading innovation and enabling mutual growth and success.

Team Metalogic is a Managed Service Provider looking after the IT, security and telecoms for all businesses sectors. Our Service Desk is the front door to everything we do, and we’re looking for an engineer who takes pride in fixing things properly, first time, and in making the people they help feel looked after.

The role:

You’ll be the first point of contact for our clients’ users by phone, email, portal and live chat, resolving as much as you can at first touch and escalating cleanly when you can’t. It’s a varied, hands‑on role across a modern Microsoft cloud stack, and a strong stepping stone towards 2nd/3rd line, projects or cloud engineering.

A typical week includes:

• Tickets and users – logging and prioritising enquiries in ConnectWise PSA, keeping tickets updated to SLA, and taking ownership of issues through to resolution.
• Microsoft 365 and identity – starters, leavers and account changes, licensing, shared mailboxes, groups and permissions across Exchange, Teams and SharePoint; password, MFA and access changes in Active Directory and Entra ID; reviewing Secure Score and Conditional Access coverage.
• Devices and endpoints – provisioning new devices with Windows Autopilot and Intune, deploying and updating software through NinjaOne, monitoring patch compliance, and supporting printers, scanners and mobile devices.
• Azure Virtual Desktop – managing user sessions, placing session hosts into drain mode for maintenance and troubleshooting access and application issues.
• Networks and telephony – diagnosing Wi‑Fi, LAN, WAN and VPN issues, liaising with connectivity providers, and supporting Microsoft Teams Phone, Webex and Horizon.
• Security and backup – administering SentinelOne, web filtering, Keeper and mail filtering, responding to alerts in line with agreed processes, and restoring data from backup when needed.
• Documentation and improvement – keeping IT Glue accurate as changes are made, carrying out daily client checks and preventative maintenance, and raising improvements with senior engineers.

Tools you will work with:

• Service desk and RMM - ConnectWise PSA, NinjaOne, Auvik, IT Glue
• Security - SentinelOne, Keeper, Conditional Access, Secure Score, mail and web filtering
• Networking - SonicWall, UniFi, VPN, FTTP/SoGEA/leased lines
• Telephony - Microsoft Teams Phone, Webex, Horizon, Gamma
• Other - Google Workspace, Exclaimer, Redstor, Sage

What we're looking for:

You don’t need to tick every box. If you have the essentials and want to learn the rest, we’d like to hear from you.

• Experience in a similar support role, ideally within an MSP.
• Strong working knowledge of Windows 11 and macOS, and of the Microsoft 365 suite.
• Experience administering Microsoft 365 tenants: user lifecycle, licensing, groups, mailbox and SharePoint permissions, and the admin centres.
• Working knowledge of Windows Server roles: Active Directory, Group Policy, DNS, DHCP, file and print.
• Networking fundamentals (DHCP, DNS, VLANs, Wi‑Fi, firewalls) and confidence with ping, tracert, nslookup and ipconfig.
• Excellent customer service and communication skills, able to explain technical issues clearly to non-technical users and manage expectations professionally.

Nice to have

• Intune device management: enrolment, compliance and configuration policies, app deployment, Autopilot.
• Azure Virtual Desktop: host pools, session hosts, application groups and drain mode.
• Hybrid identity with Entra Connect; RDS and RemoteApp.
• MFA, Conditional Access and Secure Score; troubleshooting with message trace and sign-in logs.
• SonicWall or UniFi firewalls; WAN technologies such as FTTP, SoGEA, leased lines and 4G/5G failover; awareness of the UK PSTN switch‑off.
• CompTIA A+, AZ-900

What we offer:

• Salary of £30,000 – £35,000 depending on experience, reviewed annually.
• Monday to Friday, 08:00–16:00 or 09:00–17:00. No weekend.
• Holiday: 20 days plus bank holidays and your birthday off and medical leave
• A clear progression path into 2nd/3rd line, projects or cloud engineering, with a Service Desk Team Lead and Head of Operations invested in your development.
• 3% Employer pension contribution
• On‑site parking
• Hybrid working - up to 2 days a week working from home

Plus a fully comprehensive benefits package including:

• 24/7 private online GP, mental health support, counselling and an employee wellbeing hub – for your whole household, not just you.
• Perks and discounts app, fuel discounts and motor assistance.
• Salary sacrifice schemes: Octopus electric vehicles, TML Mobile 5G unlimited and Invisible Saver.
• Fresh fruit, herbal teas and a coffee bar in the office, and pizza on payday.

Team Metalogic is an equal opportunities employer. Applicants must have the right to work in the UK.

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