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- Tasks: Provide first-line technical support and troubleshoot IT issues for customers.
- Company: Rapidly expanding, award-winning IT company based in Northampton.
- Benefits: Flexible working hours, remote options, and opportunities for professional growth.
- Why this job: Join a dynamic team and make a real difference in tech support.
- Qualifications: Basic IT support experience and familiarity with Microsoft technologies.
- Other info: Mentorship opportunities and a collaborative work environment.
The predicted salary is between 25000 - 35000 £ per year.
Our client is a rapidly expanding, award-winning IT company based in Northampton. They partner with small to medium businesses across the UK and are committed to helping organisations make the most out of their technology.
The Line 1 Service Desk Engineer provides first-line technical support to customers within a Managed Services Provider (MSP) environment. The role focuses on resolving day-to-day IT issues, supporting users, and assisting with routine administrative tasks while maintaining high customer service standards. You will work closely with customers, senior engineers, and the service desk team to troubleshoot issues, escalate when required, and ensure systems remain reliable, secure, and well-supported.
The Line 2 Service Desk Engineer provides second-line technical support to customers within a Managed Services Provider (MSP) environment. The role focuses on resolving escalated technical issues, supporting complex infrastructure troubleshooting, and assisting with the maintenance and improvement of customer IT environments. You will work closely with Line 1 engineers, senior engineers, and customers to diagnose and resolve technical problems, implement changes, and ensure systems remain reliable, secure, and well-supported. The role also involves mentoring Line 1 engineers and contributing to the ongoing development of service desk processes and documentation.
Responsibilities- Provide first-line technical support via phone, email, and ticketing systems
- Troubleshoot and resolve common IT issues including:
- Microsoft 365 user support (Outlook, Teams, SharePoint)
- Password resets and account management
- Basic Active Directory administration
- Endpoint and device support (Windows PCs, laptops, printers)
- Network connectivity issues (Wi-Fi, VPN/Internet access)
- Deliver professional and friendly support to end users
- Communicate clearly with both technical and non-technical users
- Keep customers informed of progress on incidents and service requests
- Maintain strong customer service standards and response times
- Perform routine administrative tasks such as user onboarding/offboarding
- Monitor alerts generated from RMM systems
- Assist with patching and routine maintenance tasks under the guidance of senior engineers
- Support endpoint management and security tools
- Maintain accurate ticket notes and documentation
- Follow internal processes including change management and security procedures
- Contribute to knowledge base documentation where applicable
- Basic experience working in an IT support or helpdesk environment
- Familiarity with Microsoft technologies including:
- Windows 10/11
- Microsoft 365 (Exchange, Teams, SharePoint)
- Active Directory / Entra ID
- Understanding of networking basics (IP addressing, DNS, Wi-Fi, VPN)
- Experience using service desk tools or ticketing systems
- Basic troubleshooting skills for hardware and software issues
- Experience working in a Managed Services Provider (MSP)
- Exposure to RMM and PSA platforms (e.g., Datto RMM, Autotask)
- Knowledge of endpoint security or backup tools
- Basic scripting or PowerShell knowledge
- This role may involve a combination of office, remote, and occasional customer site work depending on operational requirements.
- Occasional site visits may be required and will initially be supported by a senior engineer.
- Work may be performed from the office, remotely, or occasionally at customer premises.
- Occasional travel may be required.
- Some out-of-hours work may occur during maintenance or change windows. This will be agreed beforehand.
- Flexibility in working hours may be required in line with business needs.
- Strong customer service and communication skills
- Good problem-solving and troubleshooting ability
- Willingness to learn and develop technical skills
- Ability to work in a fast-paced support environment
- Organised and detail-oriented
- Team-focused with a proactive attitude
Line 1 & 2 Service Desk Engineer in England employer: Starting Off Ltd
Contact Detail:
Starting Off Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Line 1 & 2 Service Desk Engineer in England
✨Tip Number 1
Get your networking game on! Reach out to people in the industry, especially those working at MSPs. LinkedIn is a goldmine for connecting with potential employers and fellow tech enthusiasts.
✨Tip Number 2
Practice your troubleshooting skills! Set up a home lab or use virtual machines to simulate common IT issues. The more you practice, the more confident you'll be during interviews when discussing your problem-solving abilities.
✨Tip Number 3
Don’t underestimate the power of a good follow-up! After an interview, drop a quick thank-you email to express your appreciation. It shows you're keen and keeps you fresh in their minds.
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you ace your application and get noticed. Plus, it’s a great way to show you’re genuinely interested in joining our team.
We think you need these skills to ace Line 1 & 2 Service Desk Engineer in England
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that match the job description. We want to see how your background fits with the Line 1 & 2 Service Desk Engineer roles, so don’t hold back on showcasing your IT support experience!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the role and how you can contribute to our team. Keep it friendly and professional, and don’t forget to mention your customer service skills!
Show Off Your Technical Skills: In your application, be sure to mention any specific technical skills you have, especially with Microsoft technologies and service desk tools. We love seeing candidates who are familiar with the tools we use, so let us know what you’ve got!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. Plus, we love seeing applications come in through our own platform!
How to prepare for a job interview at Starting Off Ltd
✨Know Your Tech Basics
Brush up on your knowledge of Microsoft technologies like Windows 10/11 and Microsoft 365. Be ready to discuss common IT issues you might encounter, such as password resets or network connectivity problems. This will show that you're not just familiar with the tools but can also troubleshoot effectively.
✨Show Off Your Customer Service Skills
Since this role involves a lot of customer interaction, be prepared to share examples of how you've provided excellent support in the past. Highlight your communication skills and how you keep users informed about their issues. A friendly attitude goes a long way!
✨Demonstrate Problem-Solving Ability
Think of specific scenarios where you've successfully resolved technical issues. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help interviewers see your thought process and how you tackle challenges head-on.
✨Ask Insightful Questions
Prepare some questions about the company’s service desk processes or the tools they use, like RMM and PSA platforms. This shows your genuine interest in the role and helps you understand how you can contribute to their team right from the start.