1st Line Service Desk Engineer

Air IT Limited; City of Edinburgh; Hybrid; GBP 22,000 - 30,000; Full time

Job summary

A technology service provider in Scotland is seeking a 1st Line Service Desk Engineer to deliver stellar support to clients. In this role, you will diagnose and resolve IT issues, ensuring a high-quality customer experience. The ideal candidate has prior IT support experience and strong problem-solving skills. Benefits include hybrid working, generous leave, and opportunities for professional development.

Benefits

Hybrid working options

25 days annual leave + bank holidays

Ongoing learning and development opportunities

Cycle to work scheme

Enhanced family leave

Celebration day

Salary sacrifice pension

2 paid volunteer days

Company social events

Discount and Cashback Scheme

Group Income Protection

Life Insurance

Qualifications

• Previous experience in IT support is required.
• Exceptional customer service and problem-solving skills are necessary.
• Knowledge of Microsoft Office and Windows desktops is important.

Responsibilities

• Provide stellar customer service to end-users and stakeholders.
• Act as the primary contact for technical service requests.
• Maintain meticulous records throughout the ticket lifecycle.
• Deliver high-quality first-time fixes using troubleshooting skills.
• Escalate complex issues and manage workload to meet SLAs.

Skills

Customer service skills

Problem-solving skills

Microsoft technologies proficiency

Troubleshooting abilities

Knowledge of Active Directory

Knowledge of DNS

Job description

Overview

Join Air IT as a 1st Line Service Desk Engineer! Are you ready to embark on an exhilarating journey into the heart of Technology and Cyber Security support? At Air IT, we’re not just excited about the future – we’re shaping it. With a bold mission, clear vision, and dynamic strategy, we empower our teams, elevate our people, and deliver unrivalled support, solutions, and services to SMEs across the UK. Now, we’re looking for YOU to help us achieve greatness.

The Role

The Role: 1st Line Service Desk Engineer

As the first beacon of support for our clients’ IT queries, you’ll play a vital role in delivering efficient, effective, and friendly customer service. You’ll diagnose and resolve issues, manage tickets, and ensure every client receives top-tier support.

Responsibilities

• Provide stellar customer service to end-users and stakeholders
• Act as the primary contact for technical service requests
• Maintain meticulous records throughout the ticket lifecycle
• Deliver high-quality first-time fixes using your troubleshooting skills
• Escalate complex issues and manage workload to meet SLAs

About You

• Previous experience in IT support
• Exceptional customer service and problem-solving skills
• Proficiency in Microsoft technologies
• Strong troubleshooting abilities with Microsoft Office and Windows desktops
• Knowledge of Active Directory, Group Policy, and DNS
• A passion for learning and development

The Benefits

We believe in rewarding our team with perks that matter:

• Hybrid working options for better work-life balance
• 25 days annual leave + bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme & technology vouchers
• Enhanced family leave
• Celebration day – an extra day off to mark a special occasion
• Salary sacrifice pension
• 2 paid volunteer days to give back to your community
• Company social events & competitions
• Discount and Cashback Scheme
• Group Income Protection & Life Insurance
• EAP and Virtual GP Service

Why Air IT?

At Air IT, we’re more than just an employer – we’re a family. We celebrate diversity and are committed to equal opportunities for all. Join us in creating an inclusive environment where your work can truly shine.

Ready to make a difference?

Apply now and be part of something extraordinary.