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

Focus Group; Hulme Walfield; Ibrido; GBP 25.000 - 31.000; Tempo pieno

Vantaggi offerti da questo lavoro

Holiday allowance

Hybrid working options

Pension

Birthday leave

Volunteering day

Descrizione del lavoro

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (1st/2nd Line) in Congleton. Hybrid working available after probation, full-time role with a salary of £28,000 per year plus up to £3,600 KPI-driven bonus.

You will be the first line of contact for managed clients, tackling incidents and service requests, gaining exposure to Microsoft 365, Azure, security and networking in a busy MSP environment.

Competenze

• Experience within an IT support, helpdesk or 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.
• Understanding of: Microsoft 365, Exchange Online, Microsoft Teams, SharePoint Online, OneDrive, Entra ID, Microsoft Intune.
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, Wi‑Fi and VPN connectivity.
• Excellent customer service and communication skills.
• Strong attention to detail and a logical troubleshooting approach.
• A willingness to learn, develop and progress towards broader 2nd line responsibilities.
• Previous MSP experience and familiarity with SLA-driven support environments.
• Experience using PSA, RMM and remote support tools.
• Awareness of Microsoft Defender, MFA, Conditional Access, endpoint security and Microsoft 365 backup solutions.
• Exposure to Windows Server, Azure, Active Directory, AVD/RDS or hosted telephony environments.
• Microsoft 365 Fundamentals, Azure Fundamentals or similar certifications, or currently studying towards them.

Mansioni

• 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.
• Support Intune-managed devices, including enrolment, compliance and application deployment activities.
• Troubleshoot common connectivity issues involving Wi-Fi, LAN, VPN, DNS and DHCP.
• Respond to security, endpoint, backup and device health alerts, escalating where appropriate.
• Maintain accurate ticket notes, documentation and knowledge articles.
• Keep customers updated with clear, friendly and professional communication throughout the lifecycle of a ticket.
• Contribute to the creation and improvement of knowledge base articles and standardised fixes.
• Collaborate with 2nd Line, Projects, Cyber Security and Technical teams to resolve issues and build technical expertise.

Conoscenze

IT support

Customer service

Remote support

Microsoft 365

Windows 10/11

Networking basics

Troubleshooting

Documentation

Team collaboration

Strumenti

PSA tools

RMM tools

Remote support tools

Descrizione del lavoro

Prism Solutions, part of the Focus Group family, is seeking a Service Desk Engineer (1st/2nd Line) in Congleton. Hybrid working available after probation, full-time role with a salary of £28,000 per year plus up to £3,600 KPI-driven bonus.

You will be the first line of contact for managed clients, tackling incidents and service requests, gaining exposure to Microsoft 365, Azure, security and networking in a busy MSP environment.