Service Desk Engineer - 1st Line

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