IT Service Desk Engineer

Edwards & Pearce; Lincoln; On-site; GBP 27,000 - 33,000; Full time

Job summary

Edwards & Pearce is seeking a proactive IT Service Desk professional to join our Lincoln team. You will be the first point of contact for IT issues, delivering timely, first-contact resolutions across desktops, networks, and infrastructure while upholding SLAs.

You will work with desktop/server teams and suppliers, documenting incidents and updates, and guiding users with clear communication. The role requires 2–3 years in IT support, strong troubleshooting, and excellent verbal/written skills.

Qualifications

• 2–3 years of experience in a service desk or IT support role.
• Strong troubleshooting and problem-solving skills.
• Ability to manage multiple tasks while maintaining high customer service.
• Excellent verbal and written communication; ability to explain technical concepts clearly.
• Experience working within SLAs and escalation procedures.
• Adapt to evolving technologies and contribute to process improvements.
• Technical knowledge: Windows Server 2019 and wider operating systems.
• Technical knowledge: Windows 11 build, configuration, deployment and support.
• Technical knowledge: Active Directory; on-premise and Azure.
• Technical knowledge: LAN and WAN support.
• Technical knowledge: VMware.
• Technical knowledge: Office 365.
• Technical knowledge: Exchange 365.
• Technical knowledge: SQL Server 2019 and above.
• Personal transport beneficial for regular travel to other office locations.

Responsibilities

• Be the first point of contact for IT issues and support within the business.
• Provide first-time resolution where possible.
• Troubleshoot, diagnose and resolve problems affecting desktops, networks and infrastructure.
• Coordinate with desktop and server support teams and manage supplier interactions.
• Own incidents and liaise between users and IT.
• Provide timely updates and manage priority and attention.
• Offer professional, courteous support via phone, email and in-person.
• Take ownership of issues and drive to a logical resolution.
• Log and categorise incidents, prioritise per team procedures.
• Conduct diagnostics with end users for first-contact resolution.
• Deliver desktop and server-based support when needed.
• Ensure incidents are resolved within SLAs and escalate when necessary.
• Manage faults lifecycle from first contact to resolution, updating users.
• Perform admin tasks for new joiners, asset management and office moves.
• Diagnose and resolve issues to user satisfaction, remotely or in person.
• Continuously develop technical knowledge to improve fault resolution.
• Identify recurring issues and raise to service management teams.
• Share knowledge and best practices with the team.

Skills

IT support

Troubleshooting

SLAs

Communication

Windows Server 2019

Windows 11

Active Directory

Azure

LAN/WAN

VMware

Office 365

Exchange 365

SQL Server 2019+

Travel to other offices

Job description

Salary: £30,000 - 30,000 per year

Requirements:

• We require 2-3 years of experience in a service desk or IT support role.
• We need strong troubleshooting and problem-solving skills.
• We need the ability to manage multiple tasks efficiently while maintaining a high level of customer service.
• We require excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• We require experience working within service level agreements (SLAs) and escalation procedures.
• We need the ability to adapt to evolving technologies and contribute to process improvements.
• Technical knowledge includes Windows Server 2019 and wider operating system environments.
• Technical knowledge includes Windows 11 build, configuration, deployment, and support.
• Technical knowledge includes Active Directory, on-premise and Azure.
• Technical knowledge includes LAN and WAN support.
• Technical knowledge includes VMWare.
• Technical knowledge includes Microsoft Office 365.
• Technical knowledge includes Exchange 365.
• Technical knowledge includes Microsoft SQL Server 2019 and above.
• Personal transport is beneficial for regular travel to other office locations, though it is not essential.

Responsibilities:

• We will be the first point of contact for IT-related issues and technical support within the business.
• We will provide first-time resolution to technical issues wherever possible.
• We will troubleshoot, diagnose, and resolve problems affecting desktops, networks, and infrastructure.
• We will coordinate with desktop and server support teams and manage supplier interactions when needed.
• We will maintain ownership of incidents and act as the key liaison between users and the IT department.
• We will provide timely updates and ensure issues are handled with the appropriate priority and attention.
• We will provide professional, courteous support for incoming IT issues via phone, email, and face-to-face interactions.
• We will take ownership of technical issues, managing them methodically and ensuring a logical resolution.
• We will accurately log and categorise incidents and faults, prioritising them in line with team procedures.
• We will conduct thorough diagnostics with end users to enable first-contact fault resolution.
• We will deliver desktop and server-based support when immediate resolution is not possible.
• We will ensure all incidents are resolved within service level agreements, escalating when necessary.
• We will manage faults throughout their entire lifecycle, from first contact through to resolution, while keeping users informed of progress.
• We will perform administrative support tasks, including setting up accounts and workstations for new team members, managing IT assets and equipment assignments, overseeing IT equipment moves, reviewing reports and event logs, and documenting procedures.
• We will diagnose and resolve issues to user satisfaction, either remotely or in person.
• We will continuously develop our technical knowledge and skills to support first-time fault resolution.
• We will identify and elevate recurring issues or service risks to the appropriate service management teams.
• We will share knowledge and best practices with team members to enhance overall support efficiency.

Technologies:

• Active Directory
• Azure
• Support
• LAN
• Office 365
• SQL
• VMware
• Windows
• Cloud

More:

We are a dynamic and supportive IT team based in our Lincoln office, and this is a great opportunity for a proactive, solutions-driven IT professional to make an impact. The role involves regular travel to our other office locations, so access to personal transport is beneficial but not essential. We offer the chance to work in a forward-thinking environment where you can develop your technical skills and contribute to the smooth operation of our desktops, networks, and infrastructure. Edwards & Pearce acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers, and we are an Equal Opportunities Employer.

last updated 31 week of 2026