At a Glance
- Tasks: Provide top-notch 1st and 2nd line IT support in a secure environment.
- Company: Join MASS, a leader in delivering high-quality services for national security.
- Benefits: Enjoy competitive salary, generous leave, wellness programmes, and professional development.
- Other info: Work in a supportive culture focused on wellbeing and career growth.
- Why this job: Make a real impact by solving tech issues and enhancing user satisfaction.
- Qualifications: Experience in IT support and strong diagnostic skills are essential.
Service Desk Engineer – St Neots (PE19) – Perm – Full-Time on site
Salary £28,000 to £33,000
- 25 days annual leave inclusive of up to 3 days December shut-down
- Buy or sell up to 5 days’ annual leave
- Two pension schemes to choose from
- Private Medical & Dental Insurance + discounts for additional family members
- Life Assurance scheme up to 4 x salary
- Multiple Save schemes - Share Save scheme
- Electric/Hybrid Car leasing scheme
- Cycle to work scheme
- Retail discounts
- Continuous Professional development support
- Annual Wellness Allowance
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 deliver effective triage, diagnosis, and resolution of incidents and service requests, with a strong focus on first‑time fix to maintain service availability and enhance user satisfaction. 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.
Key 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.
Essential Skills & Experience
- 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.
Wellbeing is at the heart of our culture, helping people thrive and reach their full potential. We take pride in our wellness programmes, including mental health first aiders and full access to our employee assistance programme.
Our Non‑Negotiables
- Due to the highly secure nature of our projects, you must be comfortable working onsite full‑time in a high‑assurance environment.
- A sole UK national
- Eligible to obtain and maintain UK Government SC‑level clearance
Apply today to see how working for MASS could work for you.
IT Service Desk Engineer in Little Paxton 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 in Little Paxton
✨Tip Number 1
Network, network, network! Reach out to your connections in the IT field, especially those who work at MASS or similar companies. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and understanding of ITIL processes. Be ready to showcase your diagnostic capabilities and how you’ve achieved first-time fixes in past roles.
✨Tip Number 3
When you apply through our website, make sure to tailor your application to highlight your experience with 1st and 2nd line support. Show us how your skills align with the key responsibilities listed in the job description.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace IT Service Desk Engineer in Little Paxton
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the IT Service Desk Engineer role. Highlight your experience with 1st and 2nd line support, and don’t forget to mention any relevant skills like troubleshooting and diagnostic capabilities.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you’re passionate about service excellence and how your background aligns with our mission at MASS. Keep it concise but impactful!
Showcase Your Communication Skills:Since excellent communication is key for this role, make sure to demonstrate your ability to convey technical information clearly in your application. This will show us you can effectively manage stakeholder relationships.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at MASS
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around Windows, Microsoft enterprise tools, and networking basics. Be ready to discuss your previous experiences with 1st and 2nd line support, as well as any specific incidents where you achieved a first-time fix.
✨Understand the Company Culture
Familiarise yourself with MASS's mission of service excellence and their focus on national security. Show that you align with their values by discussing how you can contribute to their goal of delivering high-quality services and enhancing user satisfaction.
✨Prepare for Scenario Questions
Expect to be asked about how you would handle specific support scenarios. Think through examples from your past experience where you triaged, diagnosed, or resolved issues effectively. This will demonstrate your problem-solving skills and ability to work under pressure.
✨Communicate Clearly and Confidently
Since excellent communication is key in this role, practice articulating your thoughts clearly. Be prepared to explain technical concepts in simple terms, as you'll need to interact with users who may not have a technical background. Confidence in your communication can set you apart!
