At a Glance
- Tasks: Provide first line technical support and manage incidents for diverse technologies.
- Company: Join VMhosts, a leading Managed Service Provider with a focus on exceptional customer service.
- Benefits: Competitive salary, 25 days leave, ongoing training, and optional private healthcare.
- Other info: Dynamic work environment with opportunities for growth and development.
- Why this job: Kickstart your IT career with exposure to enterprise technologies and hands-on experience.
- Qualifications: Experience in IT support, strong troubleshooting skills, and excellent customer service.
Location: Newmarket, Suffolk (Office Based)
Salary: £26,000-£30,000 per annum, depending on skills and experience
Job Type: Full Time, Permanent
About VMhosts
VMhosts is a leading Managed Service Provider (MSP) delivering IT infrastructure, cloud and cyber security solutions to organisations across the UK. We support a diverse customer base across both the public and private sectors and pride ourselves on delivering exceptional customer service backed by technical expertise.
Our engineers work with enterprise technologies every day, supporting Microsoft 365, cloud platforms, virtualisation, networking, cyber security and modern infrastructure. We believe in giving our engineers the opportunity to develop their technical skills through exposure to a wide range of technologies, supported by experienced colleagues and ongoing training.
We're looking for an enthusiastic and customer-focused 1st Line Service Desk Engineer to join our growing Service Desk team. This role is ideal for someone who already has commercial IT support experience and is looking to develop their career within a fast-paced MSP environment.
The Role
As a 1st Line Service Desk Engineer, you'll be the first point of contact for our customers, providing technical support across a wide range of technologies. You'll take ownership of incidents and service requests from initial logging through to resolution or appropriate escalation, ensuring customers receive regular updates and an excellent level of service throughout.
Working alongside experienced engineers, you'll gain exposure to enterprise infrastructure, Microsoft 365, cloud technologies, networking and cyber security while building your technical knowledge and progressing your career.
Key Responsibilities
- Provide first line technical support via phone, email and remote support.
- Log, prioritise and manage incidents and service requests using our service management platform.
- Take ownership of support tickets through to resolution or appropriate escalation.
- Troubleshoot Windows, Microsoft 365 and general IT issues.
- Administer user accounts, passwords and permissions within Active Directory, Microsoft Entra ID and Microsoft 365.
- Support Exchange Online, Teams, SharePoint and OneDrive.
- Build, configure and deploy desktops, laptops and mobile devices.
- Monitor customer environments and respond to system alerts.
- Maintain accurate documentation, ticket notes and customer records.
- Escalate complex issues to senior engineers with appropriate troubleshooting completed.
- Assist with customer onboarding, installations, migrations and project work where required.
- Deliver excellent customer service while working to agreed Service Level Agreements (SLAs).
- Continue developing your technical knowledge through training and hands-on experience.
You've gain experience with a wide range of enterprise technologies including:
- Microsoft 365
- Exchange Online
- Windows 10 & Windows 11
- Windows Server
- Enterprise virtualisation technologies
- Veeam Backup & Replication
- Enterprise firewall technologies
- Autotask PSA
- IT Glue
- Dell, HPE and Lenovo server infrastructure
- Networking technologies including DNS, DHCP, TCP/IP and VPNs
- Commercial experience in an IT support role, including either: At least 1 year's experience within a Managed Service Provider (MSP), or At least 2 years' experience within an internal IT support environment.
- Experience supporting Microsoft Windows 10/11 and Microsoft 365.
- Experience working with a service desk or ITSM platform.
- Excellent troubleshooting and diagnostic skills.
- Strong customer service and communication skills.
- Ability to manage multiple priorities in a fast‑paced environment.
- Full UK driving licence.
- Eligible to successfully complete a Basic DBS check.
- Active Directory and Microsoft Entra ID.
- Exchange Online.
- Windows Server.
- Enterprise virtualisation technologies
- Basic networking knowledge including DNS, DHCP, TCP/IP, VLANs and VPNs.
- Experience using RMM and monitoring platforms.
- Microsoft Fundamentals, CompTIA or equivalent industry certifications.
What We Offer
- Salary of £26,000-£30,000, depending on skills and experience.
- Company pension.
- 25 days annual leave plus bank holidays.
- Ongoing training and certification opportunities.
- Support to develop your technical knowledge and progress within the business.
- Exam costs paid for approved certifications.
- Bonus for passing approved certification exams on your first/second attempt.
- Exposure to enterprise technologies across a diverse customer base.
- Optional private healthcare.
- 1 in 7 weeks on call rota, paid per day on call + any time worked whilst on call.
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1st line Service desk engineer in Cambridge employer: VMhosts Ltd
VMhosts is an exceptional employer located in Newmarket, Suffolk, offering a dynamic work environment where engineers can thrive. With a strong focus on employee development, we provide ongoing training and exposure to cutting-edge technologies, ensuring that our team members grow their technical skills while delivering outstanding customer service. Our supportive culture, competitive salary, and comprehensive benefits package, including a company pension and optional private healthcare, make VMhosts a rewarding place to build a career in IT.
StudySmarter Expert Advice🤫
We think this is how you could land 1st line Service desk engineer in Cambridge
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what VMhosts Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges VMhosts Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at VMhosts Ltd!
✨Direct Apply to VMhosts Ltd
Let's not forget to apply directly through the VMhosts Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 1st line Service desk engineer in Cambridge
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at VMhosts Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at VMhosts Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at VMhosts Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
