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- Tasks: Provide first and second-line technical support to customers in a dynamic IT environment.
- 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 supportive team and enhance your tech skills while making a real impact.
- Qualifications: Basic IT support experience and familiarity with Microsoft technologies.
- Other info: Mentorship opportunities and a chance to work with cutting-edge technology.
The predicted salary is between 28800 - 43200 £ 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.
Key Responsibilities- Service Desk Support
- 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)
- Log, update, and manage tickets in the PSA system
- Escalate complex technical issues to senior engineers where appropriate
- Work within agreed service levels and ticket priority targets
- 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
- Technical Skills
- 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.
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 in Northampton 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 Northampton
✨Tip Number 1
Network, network, network! Reach out to your connections on LinkedIn or other platforms. Let them know you're on the lookout for a Line 1 & 2 Service Desk Engineer role. You never know who might have a lead or can put in a good word for you!
✨Tip Number 2
Prepare for those interviews! Brush up on common IT support scenarios and be ready to demonstrate your troubleshooting skills. Practice explaining technical concepts in simple terms, as you'll need to communicate effectively with both tech-savvy and non-tech users.
✨Tip Number 3
Show off your customer service skills! Remember, this role is all about helping users. Be ready to share examples of how you've provided excellent support in the past, whether it was resolving an issue or just being there for someone who needed help.
✨Tip Number 4
Don't forget to apply through our website! We make it super easy for you to find and apply for roles like the Line 1 & 2 Service Desk Engineer. Plus, it shows you're serious about joining our team!
We think you need these skills to ace Line 1 & 2 Service Desk Engineer in Northampton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT support and showcases your familiarity with Microsoft technologies. We want to see how your skills align with the role, so don’t be shy about mentioning any specific tools or systems you've worked with!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re excited about the Line 1 & 2 Service Desk Engineer roles and how you can contribute to our team. Keep it friendly and professional, just like the customer service we value.
Show Off Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We love seeing candidates who can think on their feet and resolve problems efficiently, so share those success stories!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
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 face, 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
If you have experience with service desk tools or ticketing systems, make sure to mention it. If not, do a bit of research on common platforms used in the industry, as understanding how they work can give you an edge.
✨Be Ready to Troubleshoot
Expect to be asked about troubleshooting scenarios. Prepare to walk through how you would approach resolving a technical issue step-by-step. This will demonstrate your problem-solving skills and ability to think on your feet.