1st Line IT Service Desk Engineer

Cloud People; Godalming; Hybrid; GBP 23,000 - 32,000; Full time

Benefits offered by this job

Mileage expensed

Job summary

Cloud People in the UK is hiring a Level 1 IT Service Desk Engineer to deliver remote support across Microsoft cloud and end-user environments, with occasional site visits. The role blends remote work with planned on-site days in Godalming, Surrey, plus occasional Oxford trips, with mileage expensed.

Join a small team where initiative is rewarded and growth into advanced support, project delivery, or Microsoft cloud specialist roles is clearly possible.

Qualifications

• Around 3 years in IT service desk or end-user support, with mix of remote and onsite work.
• Strong grounding in Microsoft 365, Entra ID and Intune.
• Experience with Windows desktop/server OS and hardware fault diagnosis.
• Solid understanding of TCP/IP networking.
• ITIL-aligned environment knowledge with SLAs/KPIs.
• Familiar with ITSM tools such as ServiceNow.
• Confident customer-facing communication and ability to explain technical detail.

Responsibilities

• Provide first line remote support to UK customers via phone, tickets, and remote tools.
• Triage, troubleshoot and resolve issues across PCs, laptops, mobile devices, printers and networking.
• Manage tickets through full lifecycle with clear notes and updates.
• Escalate to 2nd/3rd line ensuring SLAs and OLAs are met.
• Support Microsoft 365, Entra ID and Intune including user/group management and device management.
• Identify and help contain security incidents with the wider security team.
• Contribute to knowledgebase articles and support documentation.
• Occasionally attend customer sites for hands-on support or project work.

Skills

Microsoft 365

Entra ID

Intune

Windows OS

TCP/IP Networking

ITIL

ServiceNow

Full UK driving licence

Tools

ServiceNow

Job description

Hybrid, 1 week per month onsite in Godalming, Surrey along with occasional customer site visits to Oxford (mileage expensed). Ideally based within 25 miles of Godalming, must have full UK driving licence and own car.

Company & role

This opportunity sits with a well established UK cloud service provider supporting a varied base of enterprise and mid market customers. The business has built a strong reputation for technical quality and customer focus, and the service desk is the front line of that experience.

They are hiring a Level 1 IT Service Desk Engineer to provide remote technical support across a broad mix of Microsoft cloud and end user environments, with the occasional site visit thrown in. It is a small, close team where people get exposure to a much wider range of technology and customers than you would typically see at a larger organisation, which makes it a strong move for someone looking to push their career on rather than sit still at L1.

Why This Role Stands Out

• Genuine exposure to a wide variety of Microsoft technologies and customer environments, not the same repetitive ticket queue
• Small team culture where attitude and initiative actually get noticed and rewarded
• Clear path to grow technically, with scope to develop into more advanced support, project delivery or Microsoft cloud specialist
• Mostly remote working with only infrequent customer travel, so good flexibility day to day
• The chance to work somewhere stable and well established without being lost in a giant service desk operation

Key Responsibilities

• Provide first line remote support to customers across the UK via phone, ticketing and remote tools
• Triage, troubleshoot and resolve issues across PCs, laptops, mobile devices, printers and networking
• Manage tickets through their full lifecycle, keeping clear notes and timely updates for both internal and customer visibility
• Escalate appropriately to 2nd and 3rd line, ensuring SLAs and OLAs are met
• Support across Microsoft 365, Entra ID and Intune, including user and group management, device management and remote troubleshooting
• Identify and help contain potential security or major incidents, working with the wider security team
• Contribute to knowledgebase articles and support documentation
• Occasionally attend customer sites for hands on support or project work when needed

Ideal Experience

• Around 3yrs in a similar IT service desk or end user support role covering both remote and onsite work
• Solid grounding in Microsoft 365, Windows desktop and server operating systems, Entra ID and Intune
• Confident with hardware fault diagnosis across Windows, Android and iOS device
• Good understanding of TCP/IP networking
• Experience working in an ITIL aligned environment with defined SLAs and KPIs, covering incident, problem, change and request management
• Familiar with ITSM platforms such as ServiceNow
• Confident customer facing, with strong written and verbal communication and the ability to explain technical detail to non technical users
• A full UK driving licence and own car for occasional site visits

Microsoft certifications such as AZ-900, MS-900, SC-900, MD-102 or AZ-104

ITIL 4 Foundation Awareness of ISO 20000 and ISO 27001 principles

**Candidates will need to be eligible to pass BPSS security screening, with SC clearance potentially required, Must hold UK/EU passport or be on ILR**