1st Line Service Desk Engineer

T2M Resourcing Ltd; West Midlands; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Private medical insurance

Company pension

Sick pay

Cycle to work scheme

Free on-site parking

Job summary

T2M Resourcing Ltd is hiring a 1st Line Service Desk Engineer in the West Midlands. You’ll be the first point of contact, handling calls, emails and tickets, fixing issues where possible and triaging others to the 2nd and 3rd line teams.

This is an MSP environment offering broad skill development. You’ll need some IT support or helpdesk experience, good communication, and familiarity with Windows, Office, and basic connectivity.

Qualifications

• Experience in IT support or helpdesk roles.
• Comfortable with password resets, account setups, Windows and Office issues, printers and basic connectivity problems.
• Exposure to Active Directory, Microsoft 365 and Exchange Online would be useful.

Responsibilities

• Take calls, emails and tickets from customers and resolve or triage.
• Fix what you can and escalate more complex issues to 2nd/3rd line.
• Maintain ticket updates and progress, with a focus on learning and progression.

Skills

IT support

Helpdesk

Communication

Windows

Microsoft 365

AD/Exchange

Tools

Active Directory

Microsoft 365

Exchange Online

Intune

Azure AD

Remote desktop tools

Job description

1st Line Service Desk Engineer
West Midlands

T2M are currently working with an award-winning managed service provider who, off the back of continued growth and new contract wins, are now looking to add a 1st Line Service Desk Engineer to their growing service desk team.

A long-established provider of managed IT across both public and private sectors with decades of experience and a reputation for reliability, the business helps clients work smarter and safer by supporting IT services, deploying cloud infrastructure, and managing security, comms and much more.

• Up to £28k,
• Permanent, West Midlands.

What will you be doing?

As 1st Line Service Desk Engineer, you’ll be the first point of contact for customers across a wide range of businesses, picking up calls, emails and tickets, fixing what you can and triaging the rest for escalation to the 2nd and 3rd line teams. Working in an MSP means no two days look the same, and it’s one of the quickest ways to build up a broad set of skills early in your career.

What are we looking for?

To be successful as 1st Line Service Desk Engineer, you will have the following skills and experience:

You’ll have some experience in an IT support or helpdesk role, ideally on a busy service desk, and you’ll be comfortable with the everyday stuff like password resets, account set ups, Windows and Office issues, printers and basic connectivity problems. Exposure to Active Directory, Microsoft 365 and Exchange Online would be useful, and anything beyond that like Intune, Azure AD or remote desktop tools is a bonus.

Just as important, you’ll be a great communicator on the phone and over email, able to get the right information out of users whether they’re technical or not, and organised enough to keep your tickets updated and moving. Most of all, you’ll be keen to learn and want to progress into 2nd line and beyond.

What can you expect?

Why you’ll love it there:

A solid team can make or break delivery. If you are looking to find a team that will push you to grow and have your back when things get tough, this role is going to tick all your boxes.

They’ve more than doubled their seat count in the last 6 months, with enterprise contract wins and a track record in delivery across midmarket and enterprise. Things are moving quickly, as will the responsibilities, promotional and personal development opportunities, and there’s a clear path from 1st to 2nd and 3rd line for the right person.

On top of that you’ll get

• private medical insurance
• company pension
• sick pay
• cycle to work scheme
• free on-site parking

in an environment that focuses on technical delivery, pace and family life. Socially the team plays football, sim racing, some keen runners and a passion for motorsports.

T2M Resourcing is an equal opportunities employer.