At a Glance
- Tasks: Provide 1st and 2nd line IT support, troubleshooting devices and applications.
- Company: Join MASS, a leader in delivering high-quality services for national security.
- Benefits: Competitive salary, wellness programmes, and employee assistance support.
- Other info: Work in a supportive culture with opportunities for growth and innovation.
- Why this job: Make a real difference in a secure environment while developing your tech skills.
- Qualifications: Experience in IT support, strong diagnostic skills, and knowledge of Windows and networking.
The predicted salary is between 28000 - 33000 £ per year.
Requirements
- Previous experience delivering 1st and 2nd line support in a secure or structured service environment.
- Strong diagnostic capability with proven ability to achieve first-time fix.
- Solid understanding of Windows, Microsoft enterprise tooling, networking basics, and device troubleshooting.
- Familiarity with ITIL processes.
- Excellent communication and stakeholder‑management skills.
• Desirable Skills
- Experience working in a secure or SIEM‑monitored environment.
- Exposure to resolver group structures and cross‑team escalation processes.
Responsibilities
- Act as the first point of contact for users, delivering 1st line triage, investigation, and resolution across devices, operating systems, applications, and secure services.
- Provide 2nd line support involving deeper technical analysis, hands‑on troubleshooting, and root‑cause identification where required.
- Aim to achieve first‑time fix wherever possible to improve service efficiency and minimise escalations.
- Escalate effectively to 3rd line resolver teams when specialist intervention is required.
- Log, categorise, and manage all incidents, service requests, problems, tasks, and changes using service management tooling.
- Maintain accurate recordkeeping and ensure timely updates, following Incident and Request Management workflows.
- Work within agreed SLAs for response, diagnosis, and resolution.
- Technologies
- Support
- ITIL
- Network
- Security
- Windows
- More
At MASS, service excellence is central to our mission.
We deliver dependable, high‑quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach.
We are looking for a Service Desk Engineer to provide high‑quality 1st and 2nd line support to a secure network user community.
You will be based at our Cambridgeshire Head Office in a full‑time onsite position within a high‑assurance environment, working closely with technical teams across Network, Security, and 3rd line resolver groups.
Our culture prioritises wellbeing, featuring wellness programmes that support mental health and access to our employee assistance programme.
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IT Service Desk Engineer employer: MASS
Mass is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the defence sector. With a strong commitment to employee growth, you will benefit from professional development support and a generous benefits package, including 25 days of annual leave, all while working in the picturesque location of Corsham, England.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Desk Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what MASS values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges MASS might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at MASS!
✨Direct Apply to MASS
Let's not forget to apply directly through the MASS website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace IT Service Desk Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at MASS.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at MASS. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at MASS
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
