Enterprise 1st Line Engineer

Air IT Limited; Milton Keynes; On-site; GBP 25,000 - GBP 35,000; Full time

Job summary

A dynamic IT service provider in Milton Keynes is seeking an Enterprise Service Desk Engineer for 1st line support. This role involves providing technical support for various client environments while ensuring timely incident resolution and high standards of service. Candidates should have experience in a similar IT support role, with strong communication skills and a willingness to learn. The position offers opportunities to contribute to knowledge sharing within a dynamic team.

Qualifications

• Experience in a 1st line support role within a service desk or IT support environment.
• Excellent communication and interpersonal skills.
• Ability to manage and prioritise tasks in a fast-paced environment.

Responsibilities

• Provide 1st line technical support across a wide range of technologies.
• Log and categorise incidents and service requests using ITSM tools.
• Collaborate with team members to ensure high-quality service delivery.

Skills

1st line technical support

Basic troubleshooting

Excellent communication

Customer service focus

Familiarity with ITSM tools

Tools

Microsoft 365

InTune

Mimecast email security

Job description

Job Title: Enterprise Service Desk Engineer – 1st Line
Reporting to: Service Desk Manager

Purpose: As an Enterprise Service Desk Engineer – 1st Line, you will be the first point of contact for technical support within a dynamic service desk environment, supporting a diverse portfolio of Enterprise clients. You will be responsible for logging, triaging, and resolving a wide range of incidents and service requests, ensuring a high standard of customer service and timely resolution. You will also contribute to knowledge sharing and continuous improvement within the team.

Responsibilities

• Provide 1st line technical support across a wide range of technologies and client environments.
• Accurately log and categorise incidents and service requests using the ITSM tool.
• Perform initial triage and troubleshooting, aiming for first-time resolution where possible.
• Escalate complex issues to 2nd line engineers in line with escalation procedures.
• Maintain clear and professional communication with clients throughout the lifecycle of tickets.
• Follow documented procedures and contribute to the creation and maintenance of knowledge base articles.
• Collaborate with other team members to ensure consistent and high-quality service delivery.
• Identify recurring issues and flag them for problem management or process improvement.

Qualifications

• Experience in a 1st line support role within a service desk or IT support environment.
• Basic troubleshooting skills across desktop, Microsoft 365, and common business applications.
• Excellent communication and interpersonal skills with a strong customer service focus.
• Familiarity with ITSM tools and ticketing systems.
• Ability to manage and prioritise tasks in a fast-paced environment.
• A proactive attitude and willingness to learn and develop technical skills
• Knowledge of InTune & Conditional Access Technologies and Mimecast email security

Note: This description is not intended to establish a total definition of the job but an outline of the duties