Service Desk Engineer

Are you ready to move beyond the traditional service desk and start building a definitive career in enterprise IT and cyber security?

Falx Group is experiencing an exciting period of rapid growth, highlighted by our upcoming headquarters move from Leeds to York. We are looking for a motivated Associate Technical Specialist (Service Desk Engineer) to grow alongside us.

Unlike conventional service desk roles that keep you siloed in a queue, this position is intentionally designed as a launchpad. It is the ideal opportunity for a driven IT professional who already possesses a solid technical foundation and has a relentless appetite to learn more. At Falx, we don't just fill seats; we build industry experts.

By joining our team, you will step into a high-performance, cloud-native culture that prioritises your professional evolution from day one. We invest heavily in structured training, industry-recognised certifications, and hands‑on mentorship from senior engineers. Our goal is to give you the exposure and support you need to master your current role, while purposefully equipping you to progress into our advanced specialist engineering or cyber security divisions.

• Act as the primary responder to Service Desk tickets, providing immediate triage, initial diagnosis, and prioritised support.
• Methodically diagnose and resolve common technical issues, escalating complex problems to senior engineers when necessary.
• Operate within defined SLAs and KPIs to deliver reliable, high-quality technical support.
• Maintain and update technical documentation, standard operating procedures, and internal knowledge bases.
• Carry out routine system administration and proactively monitor client environments.
• Assist engineering and consulting teams with specialised projects during periods of lower service desk demand.
• Engage heavily in continuous technical development through structured training, certification tracks, and 1:1 mentorship.

• Proven experience providing technical support within a structured IT service or MSP environment.
• A core understanding of IT domains (acquired through hands‑on roles, certifications, or formal study), specifically End‑User Computing, Microsoft 365, Basic Networking, and Active Directory / Entra .
• Strong troubleshooting and analytical skills, with a methodical, root‑cause approach to resolving issues.
• Clear, confident, and empathetic verbal and written communication skills for both technical and non‑technical stakeholders.
• Exposure to RMM tools, client management platforms, ticketing systems, and basic automation technologies.

This is not a static role. We provide a clear, mapped progression route into specialist technical teams, senior engineering roles, and cyber security domains. You will develop the foundational capabilities required to move into higher‑tier responsibilities, supported by:

• Dedicated mentorship
• Funded training and certification pathways
• Structured career progression planning

• A direct pathway into cyber security and advanced technical roles
• Immediate investment in your professional development.
• A workplace centered on learning, autonomy, ownership, and technical excellence.
• Fully funded training, certifications allowance, and dedicated conference time.
• An extra day of annual leave on your birthday (plus a birthday voucher) and access to a comprehensive employee benefits portal.

Falx is a modern technical consultancy based in England, working with clients in the UK and internationally. We combine deep engineering capability with specialist cyber security expertise, helping organisations align their technology decisions with real business outcomes. We work with a range of clients, including fintechs, financial services firms, and global enterprises.

We operate as a high-performance, cloud‑native team where autonomy, ownership, and continuous learning are expected and supported. Every person at Falx has a clear pathway to grow into advanced technical and security roles.