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For Companies At a Glance
- 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 30000 - 42000 £ 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)
Customer Support
- 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
System Administration & Monitoring
- 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
Documentation & Process
- Maintain accurate ticket notes and documentation
- Follow internal processes including change management and security procedures
- Contribute to knowledge base documentation where applicable
Required Skills & Experience
- 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
Working Location, Travel & Hours
- 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.
Personal Attributes
- 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 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
✨Tip Number 1
Network like a pro! Attend local tech meetups or online webinars related to IT support. It's a great way to meet potential employers and learn about job openings that might not be advertised.
✨Tip Number 2
Practice your interview skills! Get a friend to throw some common technical questions your way. The more comfortable you are answering them, the better you'll perform when it counts.
✨Tip Number 3
Show off your problem-solving skills! During interviews, share specific examples of how you've tackled IT issues in the past. This will demonstrate your hands-on experience and ability to think on your feet.
✨Tip Number 4
Don't forget to apply through our website! We make it easy for you to find roles that match your skills and interests. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Line 1 & 2 Service Desk Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support, especially with Microsoft technologies. We want to see how your skills match the job description, so don’t be shy about showcasing your troubleshooting abilities!
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, just like the customer service we pride ourselves on.
Show Off Your Soft Skills: While technical skills are important, we also value strong communication and problem-solving abilities. Make sure to mention any experiences where you’ve successfully helped customers or worked in a team environment.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother application process. It’s the best way for us to receive your application and get you one step closer to joining our awesome team!
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 issues you might encounter, such as password resets or network connectivity problems, as these are likely to come up during the interview.
✨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.
✨Familiarise Yourself with Ticketing Systems
Understanding how service desk tools work is crucial. If you have experience with any ticketing systems, mention it! If not, do a bit of research on common platforms like Autotask or Datto RMM to show your initiative.
✨Demonstrate Your Problem-Solving Skills
Be ready to tackle some hypothetical troubleshooting scenarios during the interview. Think through your approach to diagnosing and resolving IT issues, and don’t hesitate to ask clarifying questions if needed—this shows your analytical thinking!