1st Line Service Desk Engineer

Air IT Limited; Abingdon; Hybrid; GBP 25,000 - GBP 35,000; Full time

Job summary

A dynamic IT service provider is looking for a motivated 1st Line IT Service Desk Engineer to deliver exceptional technical support and customer service. The role involves troubleshooting Microsoft 365 applications, collaborating with support teams, and optimizing client systems. Candidates should have experience in IT support, excellent communication skills, and a problem-solving mindset. The job offers hybrid working options, extensive training programs, and various employee benefits, including annual leave and professional development opportunities.

Benefits

Hybrid working options

25 days annual leave plus 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

EAP and Virtual GP Service

Qualifications

• Experience in IT support with a focus on customer service.
• Proficiency in troubleshooting cloud technologies.
• Ability to communicate technical concepts to non-technical users.

Responsibilities

• Provide first-line technical support via phone, email, and ticketing.
• Troubleshoot Microsoft 365 user problems.
• Collaborate with higher support tiers for complex issues.

Skills

Customer service

Troubleshooting Microsoft 365

Communication skills

Problem-solving

Education

Microsoft Certified: Modern Desktop Administrator Associate

Tools

Microsoft 365

Azure

Office 365

Autopilot

Job description

1st Line IT Service Desk Engineer

Location: Either of our following-South Air IT Locations: London, Milton Keynes or Oxford

Position Overview

We are seeking a highly motivated and customer-centric individual to join our dynamic team as a 1st Line IT Service Desk Engineer. The primary focus of this role is to deliver exceptional customer service and technical support to our clients, primarily utilising Microsoft 365 applications across multiple areas. Additionally, expertise in cloud technologies such as Azure, Office 365, and Autopilot is highly desirable.

Key Responsibilities

• Provide first-line technical support to clients via phone, email, and ticketing system, ensuring timely resolution of issues and exceptional customer satisfaction.
• Troubleshoot and resolve user problems related to Microsoft 365 applications, including but not limited to Outlook, SharePoint, Teams, and OneDrive.
• Assist users with account management, password resets, and access permissions within the Microsoft 365 environment.
• Collaborate with second and third-line support teams to expedite complex technical issues.
• Proactively identify opportunities to optimise client systems and processes through effective use of Microsoft 365 and cloud technologies.
• Contribute to the development and maintenance of knowledge base articles and support documentation.

Key Requirements

• Demonstrated experience in providing outstanding customer service in an IT support environment.
• Proficiency in troubleshooting Microsoft 365 applications and cloud technologies such as Azure, Office 365, and Autopilot.
• Strong communication skills with the ability to convey technical concepts to non-technical users effectively.
• Excellent problem-solving abilities and attention to detail.
• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar are advantageous but not essential.

Why Join Us

• High levels of training and support provided: We are committed to investing in our team members' professional development, offering extensive training programmes and ongoing support to ensure your success.
• Excellent growth opportunities: As part of our team, you will have access to a wealth of career advancement opportunities within both the IT service desk team and the broader company.
• Dynamic and collaborative work environment: Join a team of passionate individuals who are dedicated to delivering exceptional service and making a meaningful impact for our clients.

The Benefits

Joining Air IT means unlocking a world of perks and opportunities, including:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day – an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days – We believe in the power of giving back to our communities and want to actively support employees' efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Join Us Today

If you are passionate about providing exceptional customer service and thrive in a fast-paced, collaborative environment, we want to hear from you! Apply now to embark on a rewarding career journey with us.

At Air IT, we're committed to fostering an inclusive and diverse workplace where everyone thrives. We believe in providing equal opportunities for all, so let us know if you need any reasonable adjustments during the recruitment process.