Hybrid Service Desk Engineer (1st/2nd Line)

Focus Group; Congleton; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Hybrid working options

Up to £3,600 annual bonus

Job summary

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (1st/2nd Line) in Congleton. The role offers hybrid working following probation and involves delivering responsive technical support across Microsoft 365, Azure, and related technologies within a busy MSP environment.

You will be one of the first points of contact for managed clients, handling incidents and requests, expanding your knowledge across security, networking and endpoint management while developing

Qualifications

• Experience within an IT helpdesk/service desk environment.
• Good working knowledge of Microsoft 365 and Windows 10/11.
• Experience supporting end users remotely and managing tickets through to resolution or escalation.
• Familiarity with MSP environments and SLA-driven support.

Responsibilities

• Act as the first point of technical contact for managed clients via telephone, email and remote support tools.
• Log, prioritise and manage incidents and service requests in line with agreed service levels.
• Resolve common Microsoft 365 issues relating to user accounts, passwords, MFA, Outlook, Exchange Online, Teams, SharePoint Online and OneDrive.
• Support Windows 10/11 devices, printers, business applications, peripherals and remote-working environments.
• Carry out routine Microsoft 365 and Entra ID administration, including user accounts, groups, permissions, licences and shared mailboxes.
• Collaborate with 2nd Line, Projects, Cyber Security and Technical teams to resolve issues and build technical expertise.

Skills

Microsoft 365

Windows 10/11

Remote support

MS Defender / security basics

MFA / Conditional Access

Azure fundamentals

End-user support

Education

Microsoft 365 Fundamentals / Azure Fundamentals certifications

Tools

PSA systems

RMM tools

Remote support tools

Job description

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (1st/2nd Line) in Congleton. The role offers hybrid working following probation and involves delivering responsive technical support across Microsoft 365, Azure, and related technologies within a busy MSP environment.

You will be one of the first points of contact for managed clients, handling incidents and requests, expanding your knowledge across security, networking and endpoint management while developing