1st Line Service Desk Engineer | Office based in Stanmore, not remote
Have you got some IT support experience and want to keep building on it at a company that does things properly? We would like to hear from you.
We are Sona IT, a managed service provider in Stanmore. We look after IT for small and medium-sized businesses in financial services, legal, automotive, property, healthcare and the charity sector. That covers their people, laptops, Microsoft 365, networks, backups and security. We take pride in fixing things properly the first time.
We are growing our 1st Line team and need someone who already knows their way around a helpdesk and is ready to learn the MSP side of things.
What you will be doing
- Being the first point of contact for our clients by phone, email, live chat and WhatsApp
- Resolving everyday issues such as password resets, MFA, Outlook and mailbox problems, printers, mapped drives and slow laptops
- Working through monitoring alerts, fixing the routine ones and escalating anything that needs 2nd Line
- Handling new starters and leavers in Microsoft 365, and preparing Windows laptops and desktops, plus some Macs
- Writing clear ticket notes so the rest of the team always knows what has been done
- Following our security processes carefully, including verifying callers before resetting anything
What we are looking for
- Around 6 to 12 months of experience in IT support or helpdesk work
- Good working knowledge of Windows 11 and Microsoft 365
- Confidence on the phone and clear, polite written English
- A logical approach to troubleshooting and the patience to follow a process
- Someone reliable and organised, who knows when to ask for help
- The right to work in the UK
It is a bonus if you have worked at an MSP, used a ticketing system such as Halo, supported Macs, or have CompTIA A+ or Microsoft certifications.
What you will get
- A friendly, experienced team, with a named buddy while you settle in
- A structured 90-day plan with regular one-to-ones with the Service Desk Manager
- Exposure to a wide range of client environments, and a clear route to 2nd Line
- Monday to Friday, 9 to 5.
Please read before applying
This is not a remote or hybrid role. You will work from our Stanmore office, with occasional visits to client sites.
You must live within about 40 minutes of Stanmore door to door. We are strict on this, because being on time every day matters to our clients and to you. If you are looking for remote work, or your commute would be longer, this role is not the right fit.
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