Service Desk Engineer; Level 1

Position: Service Desk Engineer (Level 1)
Level 1 Service Desk Engineer Salary: £30,000 - £35,000 Home-based (UK) | Commutable to Godalming (GU7) & Heathrow Office attendance: 1 week per month (Surrey) Full-time | 37.5 hours per week | Rotating shifts (Mon-Fri) About the Role A growing IT managed services provider is seeking a Level 1 Service Desk Engineer to join its support team. This is a remote-first role working within a structured L0/L1/L2 support environment, acting as the first point of contact for end-user IT issues.

You'll handle a wide range of technical queries, from everyday user support to more detailed troubleshooting, while gaining exposure to enterprise-level Microsoft technologies and cloud environments. The role is ideal for someone who is customer-focused, technically curious, and looking to build a long-term career in IT support within a fast-paced MSP environment.

Key Responsibilities Provide remote IT support via phone, email, and remote tools Troubleshoot Windows, Microsoft 365, devices, printers, and basic networking issues Log, manage, and resolve tickets with accurate documentation Escalate complex issues to 2nd/3rd line support teams Support Microsoft 365, Entra , and Intune administration Assist with onsite support visits and project work when required Maintain and update knowledge base documentation Ensure SLA targets and service quality standards are met Identify and escalate potential security incidents Technical Environment Windows Desktop & Windows Server Microsoft 365 Microsoft Entra  Intune ITSM tools (e.g. Service Now) Basic TCP/IP networking ITIL processes (Incident, Problem, Change, Request Fulfilment) Hardware support (desktops, laptops, mobile devices, printers) Working Pattern Remote-first (UK-based) Must be commutable to Godalming, Surrey (GU7) Must also be commutable to Heathrow customer site Office attendance: 1 week per month (Surrey) Occasional onsite visits required Shift rotation:
Early: 07:00 - 15:30 Mid: 09:00 - 17:30 Late: 10:30 - 19:00 About You Minimum 3 years' experience in IT Service Desk / IT Support role Strong Microsoft 365 support experience

Experience with device troubleshooting and endpoint support Confident working within SLA-driven ticketing environments Strong communication and customer service skills Logical, structured troubleshooting approach Comfortable working independently in a remote environment Motivated to build a long-term IT career Desirable Certifications AZ-900 / MS-900 / SC-900 MD-102 AZ-104 ITIL Foundation