Level 1 Service Desk Engineer
Primarily Remote | Oxford & Guildford Travel Required | Managed Services Provider
The Opportunity
An exciting opportunity has arisen for an experienced Level 1 Service Desk Engineer to join a growing IT Managed Services team.
This is a primarily remote position, with occasional travel to Oxford and Guildford, working within a structured Level 0, Level 1 and Level 2 support environment.
The Level 1 team manages the majority of incoming technical support requests, providing assistance to end users across a broad range of Microsoft technologies and enterprise environments.
This role is ideal for someone who is customer-focused, technically curious and keen to build a long-term career within a fast-paced Managed Services Provider (MSP).
Alongside technical ability, we highly value attitude, collaboration, problem-solving and excellent customer service.
What You’ll Be Doing
- Provide remote IT support to end users via phone and remote support tools
- Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues
- Log, manage and resolve support tickets with clear and accurate documentation
- Escalate more complex issues to 2nd and 3rd Line Support where appropriate
- Support user and device administration across Microsoft 365, Entra ID and Intune
- Assist with onsite support, installations and project work when required
- Maintain and update technical knowledgebase documentation
- Ensure service levels (SLAs) and quality standards are consistently met
- Identify and escalte potential security incidents
Technical Environment
You’ll work across a broad Microsoft-focused technology environment, including:
- Microsoft Windows Desktop & Server
- Microsoft 365
- Microsoft Entra ID
- Microsoft Intune
- Hardware & Peripheral Support
- Basic Networking
- Remote Support Technologies
- Enterprise IT Environments
What We’re Looking For
We’re looking for someone who combines solid technical troubleshooting skills with a strong customer-service mindset.
You’ll be well suited to this role if you are:
- Experienced in a Level 1 Service Desk / IT Support environment
- Confident troubleshooting Microsoft-based technologies
- Comfortable working in a ticket-driven support environment
- Able to communicate clearly with both technical and non-technical users
- Organised and able to prioritise competing support requests
- A proactive problem-solver who knows when to resolve and when to escape
- Keen to develop your technical skills and progress within an MSP environment
- A collaborative team player with a positive, professional attitude
Why Join?
This is an opportunity to join a growing Managed Services team where you'll gain exposure to a wide range of
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1St Line IT Support Analyst in Camberley employer: Proactive Appointments
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