1St Line Service Desk Engineer
Air It
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Benefits offered by this job
Job summary
Air IT Group is seeking a 1st Line Service Desk Engineer to join our Nottingham team, acting as the first point of contact for customers and delivering frontline IT support.
You’ll triage incidents, provide first‑line resolution on common issues and keep users informed throughout the process, including Microsoft 365 tasks. This on‑site role offers a collaborative culture and clear development paths.
Qualifications
- Experience in a service desk, IT support, or helpdesk environment.
- Troubleshooting common workplace tech (Windows, apps, email, collaboration tools).
- Working understanding of Microsoft 365.
- Good communication skills—especially with frustrated users.
- Methodical problem-solving with attention to documenting and escalating issues.
- Customer-first attitude and genuine interest in tech and continuous improvement.
Responsibilities
- Be the first point of contact, logging and managing tickets end-to-end.
- Triage incidents and service requests, capture information and categorize problems.
- Provide first-line diagnosis and resolution for common IT issues (desktop/laptop, connectivity, account access, software).
- Escalate complex cases to 2nd line with clear notes and evidence.
- Follow documentation and SOPs to deliver consistent outcomes.
- Proactively communicate with users, updating on progress and next steps.
- Identify trends and repeat issues to improve service quality.
- Maintain accurate ticket documentation and capture knowledge for future resolution.
Skills
Tools
Job description
Do you enjoy being the first point of contact for customers when technology goes wrong? Are you calm under pressure, confident using ticketing systems, and keen to help people get back to doing their jobs—quickly and with a smile? If so, we’d love to hear from you.
At Air IT Group, we make technology simple, secure and stress-free for modern businesses across the UK. We’re looking for a 1st Line Service Desk Engineer to join our service desk team in Nottingham. This is a hands-on role where your communication matters as much as your technical ability—because the best support is fast, friendly and resolved properly.
You’ll be supporting customers across a range of IT services, working on incoming requests and incidents, triaging issues, providing first-line resolution, and escalating when necessary. Whether you’re troubleshooting access issues, diagnosing device problems, or helping users navigate Microsoft 365, you’ll bring structure to the chaos and keep customers informed throughout.
- Be the first point of contact for customers, logging and managing tickets end-to-end via the service desk process
- Triage incoming incidents and service requests, ensuring the right information is captured and problems are categorised accurately
- Provide first-line diagnosis and resolution for common IT issues (including desktop/laptop, connectivity, account access and software queries)
- Escalate more complex cases appropriately to 2nd line or relevant teams, with clear notes and supporting evidence
- Follow documentation and standard operating procedures to deliver consistent outcomes and maintain compliance
- Proactively communicate with users, keeping them updated on progress and next steps
- Identify trends and repeat issues, feeding insights back to improve service quality over time
- Maintain accurate ticket documentation, ensuring knowledge articles and learning are captured for future resolution
You don’t need to know everything on day one—but you should have a strong foundation, a willingness to learn, and the drive to deliver a great customer experience.
- Experience in a service desk, IT support, or helpdesk environment (or you’re a motivated candidate with comparable practical experience)
- Confidence troubleshooting everyday workplace technology, such as Windows devices, common applications, email and collaboration tools
- Working understanding of Microsoft 365 (for example: user access, basic tenant/admin tasks, Outlook/Teams-related issues)
- Good communication skills—especially when dealing with frustrated users
- A methodical approach to problem-solving, with attention to detail when documenting and escalating issues
- A customer-first attitude and a genuine interest in technology and continuous improvement
Being a 1st Line Service Desk Engineer is about more than closing tickets. It’s about reassurance. When someone can’t log in, can’t send emails, or can’t access a file, work stops—often without warning. Your job is to quickly understand what’s happening, explain what you’re doing in plain language, and help users move forward.
You’ll become part of a support culture that values clear communication, strong ticket hygiene, and respectful collaboration with colleagues and customers alike. If you enjoy making an impact, this is a role where your work is visible every day.
You’ll be supported by experienced engineers, practical knowledge-sharing and structured processes. We invest in training so you can build the skills you need to progress—whether that’s strengthening your troubleshooting capability, expanding your knowledge of Microsoft technologies, or moving into more advanced support specialisms.
This role is based in Nottingham. You’ll be part of a team environment where you can learn, ask questions, and contribute ideas to keep service delivery strong.
Joining Air IT Group means unlocking a world of perks and opportunities, including:
- 25 days Annual Leave + 1 Celebration Day
- Annual Leave Purchase Scheme
- Paid Volunteering Days
- Enhanced Family Leave
- Virtual GP (24/7 access for you & family)
- Employee Assistance Programme (EAP)
- Eye care vouchers
- Group Life Assurance & Income Protection
- Reward Gateway shopping discounts and cashback
- Stakeholder Pension Scheme
- Recognition Platform (with monetary rewards)
- Mortgage Advice Services
- EV Car Scheme
- Cycle to Work
- Technology Vouchers
- Development: We invest in technical training, professional qualifications, and ongoing development opportunities to help you build your skills and achieve your goals.
- Life at Air: Beyond your role, you’ll be part of a welcoming and active employee community, with regular social events, inclusive activities, and celebrations that bring colleagues together and make Air a great place to work.
If you’re motivated by helping people and you’re ready to take your next step in IT support, we’re keen to hear about your experience, what you enjoy most about service desk work, and how you like to approach problem-solving when technology gets in the way.
To learn more about our culture, career paths and what life at Air looks like, visit our careers page: https://www.airit.co.uk/careers/.
Permanent - Full Time
Nottingham, Nottinghamshire
Service
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