At a Glance
- Tasks: Be the first point of contact, solving tech issues and keeping customers productive.
- Company: Join an award-winning Microsoft Cloud Solution Partner with a supportive culture.
- Benefits: Enjoy unlimited holiday, private healthcare, and flexible remote working.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact by helping customers overcome tech challenges every day.
- Qualifications: Strong problem-solving skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
Remote | Unlimited Holiday | Fix issues fast and keep customers moving. Infinity Group are an innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services. With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central. We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure. Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment. We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs. Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview: This role exists to keep our customers operational, productive, and confident in their technology. As the first point of contact, you’re not just logging tickets – you’re solving problems that directly impact a customer’s ability to work, sell, and deliver. Every interaction shapes how customers perceive our service. You’ll triage, fix, and guide – resolving issues where you can, and making sure anything you can’t is picked up quickly and correctly. Done well, this role reduces downtime, builds trust, and protects long-term customer relationships.
What you'll be doing:
- Own the first response experience
- Be the first point of contact and set the tone – clear, calm, and focused on resolution.
- Resolve and restore quickly
- Diagnose and fix common issues across devices, applications, and access, reducing downtime wherever possible.
- Triage with accuracy
- Make sure every issue is correctly prioritised, categorised, and routed – avoiding delays and misdirection.
- Keep customers informed
- Communicate clearly and consistently so customers always know what’s happening and what to expect.
- Strengthen the system over time
- Spot patterns, reduce repeat issues, and contribute to knowledge that improves speed and consistency.
The kind of problems you’ll solve:
- I can’t access my system and I need to work now
- Something’s broken – I don’t know what, but it’s stopping me doing my job
- Users locked out of accounts or missing access to tools they need
- Devices, apps, or connectivity not working as expected
- Repeat issues that keep coming back with the same users or systems
- Tickets that have bounced or stalled and need clear ownership
- Customers frustrated by slow updates or unclear progress
- Alerts or issues picked up through monitoring that need quick action
What sets you apart:
- You care about solving the problem, not just closing the ticket
- You communicate in a way that makes things simple for non-technical users
- You stay calm under pressure and prioritise what matters most
- You take ownership – even when something needs to be handed over
- You look for patterns and improvements, not just quick fixes
- You’re naturally reliable – people trust that if it lands with you, it gets handled
Your impact:
- On the business: You protect customer relationships, reduce service friction, and enable the wider team to operate efficiently.
- On customers: You keep them productive, reduce frustration, and build confidence in the service they’re paying for.
- On team performance: You improve ticket quality, reduce escalations, and help create a smoother, more scalable support function.
What it's like here:
- Ambitious, but not political
- High standards, but pragmatic
- People who care about doing things properly – not just hitting numbers
You’ll get:
- Real ownership of how sales evolves
- Freedom to change things that don’t work
- A team open to being challenged and developed
- Direct access to leadership and influence over direction
What you get:
- Unlimited annual leave
- Private healthcare, life assurance, company shares
- Electric car scheme
- Flexible / remote working (with access to Tunbridge Wells & Paddington)
- Team and company socials, including Illuminate Awards
Service Desk Engineer - 1st Line in Royal Tunbridge Wells employer: INFINITY GROUP HOLDINGS LIMITED
Infinity Group is an exceptional employer that prioritises employee well-being and growth, offering unlimited holiday and a supportive work culture that values empathy, creativity, and authenticity. With a commitment to continuous learning through fully funded training programmes, employees are empowered to develop their skills while contributing to a dynamic team that has earned accolades as a Microsoft Partner of the Year. The flexibility of remote working combined with access to vibrant office locations in Tunbridge Wells and London Paddington makes it an attractive place for those seeking meaningful and rewarding employment in the tech industry.
Contact Details:
INFINITY GROUP HOLDINGS LIMITED Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Service Desk Engineer - 1st Line in Royal Tunbridge Wells
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see how they interact with customers and what values they promote. This will help you tailor your responses and show that you're a great fit for their team.
✨Tip Number 2
Practice your problem-solving skills! Since you'll be the first point of contact for customers, think about common tech issues and how you'd resolve them. Role-play scenarios with a friend or family member to build your confidence.
✨Tip Number 3
When you get the chance to chat with someone from the company, ask insightful questions about their support processes. This shows your genuine interest in the role and helps you understand how you can contribute to their mission.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and really want to be part of the Infinity Group team.
We think you need these skills to ace Service Desk Engineer - 1st Line in Royal Tunbridge Wells
Some tips for your application 🫡
Show Your Problem-Solving Skills:In your application, highlight your knack for solving issues quickly and effectively. We want to see how you approach problems, especially in a tech environment where customers rely on you to keep things running smoothly.
Communicate Clearly:Make sure your written communication is clear and straightforward. We value simplicity, especially when it comes to explaining technical concepts to non-technical users. Show us you can make complex ideas easy to understand!
Demonstrate Ownership:We love candidates who take ownership of their work. In your application, share examples of how you've taken responsibility for resolving issues or improving processes. This shows us you're reliable and proactive!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at INFINITY GROUP HOLDINGS LIMITED
✨Understand the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Service Desk Engineer - 1st Line. Familiarise yourself with common issues that customers face and how to resolve them quickly. This will help you demonstrate your problem-solving skills and show that you’re ready to take ownership of customer queries.
✨Communicate Clearly and Calmly
Since you'll be the first point of contact for customers, practice communicating in a clear and calm manner. Think about how you would explain technical issues to someone who isn’t tech-savvy. This will not only showcase your communication skills but also reflect the empathy and supportiveness that Infinity Group values.
✨Show Your Problem-Solving Skills
Prepare examples from your past experiences where you successfully diagnosed and resolved issues under pressure. Highlight how you prioritised tasks and kept customers informed throughout the process. This will illustrate your ability to handle challenges effectively and maintain customer confidence.
✨Demonstrate a Growth Mindset
Infinity Group values continuous learning and improvement. Be ready to discuss how you've identified patterns in recurring issues and contributed to solutions that enhance efficiency. Showing that you’re proactive about learning and development will align well with their commitment to employee growth.
