Dynamic 1st Line IT Service Desk Engineer (MSP)

VMhosts Ltd; Cambridge; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Company pension

25 days annual leave

Training and certifications

Certification exam costs covered

Private healthcare (optional)

Job summary

VMhosts is seeking a customer-focused 1st Line Service Desk Engineer to join our growing Service Desk in the UK. You will be the first point of contact, providing support across Microsoft 365, Windows, and networking while guiding incidents from logging to resolution.

Ideal candidates have commercial IT support experience in an MSP or internal IT setting, with strong customer service skills and the ability to manage multiple demands in a fast-paced environment.

Qualifications

• Commercial IT support experience (MSP or internal IT)
• Full UK driving licence
• Eligible for Basic DBS check
• Experience with ITSM platforms
• Experience with Microsoft 365, Exchange Online and Windows environments

Responsibilities

• Provide first line technical support via phone, email and remote support.
• Log, prioritise and manage incidents using the service management platform.
• Take ownership of tickets through to resolution or escalation.
• Troubleshoot Windows, Microsoft 365 and IT issues.
• Administer user accounts in Active Directory and Entra ID.
• Support Exchange Online, Teams, SharePoint and OneDrive.
• Build, configure and deploy desktops and laptops.
• Monitor customer environments and respond to alerts.
• Maintain documentation and ticket notes.
• Escalate complex issues to senior engineers.
• Assist with onboarding, installations, migrations and projects.

Skills

Microsoft 365

Exchange Online

Windows 10/11

Windows Server

Active Directory

Networking basics

ITSM platform

RMM/Monitoring

Customer service

UK driving licence

Basic DBS check

Microsoft Entra ID

Tools

Autotask PSA

IT Glue

Job description

VMhosts is seeking a customer-focused 1st Line Service Desk Engineer to join our growing Service Desk in the UK. You will be the first point of contact, providing support across Microsoft 365, Windows, and networking while guiding incidents from logging to resolution.

Ideal candidates have commercial IT support experience in an MSP or internal IT setting, with strong customer service skills and the ability to manage multiple demands in a fast-paced environment.