IT Service Desk Engineer

MASS; Little Paxton; On-site; GBP 28,000 - 33,000; Full time

Job summary

Mass is seeking a Service Desk Engineer for a full-time, on-site position at our Cambridgeshire Head Office. You will provide high-quality 1st and 2nd line support across devices, operating systems and secure services within a high-assurance environment.

Based in the UK, you will work with Network, Security, and Resolver groups to diagnose issues, achieve first-time fixes and meet SLA targets while ensuring robust incident management and documentation.

Qualifications

• Proven experience delivering 1st and 2nd line support in a secure or structured service environment.
• Strong diagnostic capability with ability to achieve first-time fix.
• Solid understanding of Windows, Microsoft tooling, networking basics and device troubleshooting.

Responsibilities

• Act as first point of contact for users, delivering 1st line triage, investigation and resolution across devices, OS, applications and secure services.
• Provide 2nd line support involving deeper technical analysis and hands-on troubleshooting.
• Aim to achieve first-time fix to improve service efficiency and minimise escalations.
• Escalate to 3rd line resolver teams when specialist intervention is required.
• Log, categorize and manage incidents, service requests, problems, tasks, and changes using service management tooling.
• Maintain accurate records and timely updates, following Incident and Request Management workflows.
• Work within agreed SLAs for response, diagnosis and resolution.

Skills

Windows

Microsoft tooling

Networking basics

Device troubleshooting

ITIL

Job description

Salary: £28,000 - 33,000 per year

Requirements

• Previous experience delivering 1st and 2nd line support in a secure or structured service environment.
• Strong diagnostic capability with proven ability to achieve first-time fix.
• Solid understanding of Windows, Microsoft enterprise tooling, networking basics, and device troubleshooting.
• Familiarity with ITIL processes.
• Excellent communication and stakeholder‑management skills.
• Desirable Skills:
• Experience working in a secure or SIEM‑monitored environment.
• Exposure to resolver group structures and cross‑team escalation processes.

Responsibilities

• Act as the first point of contact for users, delivering 1st line triage, investigation, and resolution across devices, operating systems, applications, and secure services.
• Provide 2nd line support involving deeper technical analysis, hands‑on troubleshooting, and root‑cause identification where required.
• Aim to achieve first‑time fix wherever possible to improve service efficiency and minimise escalations.
• Escalate effectively to 3rd line resolver teams when specialist intervention is required.
• Log, categorise, and manage all incidents, service requests, problems, tasks, and changes using service management tooling.
• Maintain accurate recordkeeping and ensure timely updates, following Incident and Request Management workflows.
• Work within agreed SLAs for response, diagnosis, and resolution.

Technologies

• Support
• ITIL
• Network
• Security
• Windows

More

At MASS, service excellence is central to our mission. We deliver dependable, high‑quality services that support national security, drive efficiency, and continuously evolve, fostering innovation and scalability in our approach. We are looking for a Service Desk Engineer to provide high‑quality 1st and 2nd line support to a secure network user community. You will be based at our Cambridgeshire Head Office in a full‑time onsite position within a high‑assurance environment, working closely with technical teams across Network, Security, and 3rd line resolver groups. Our culture prioritises wellbeing, featuring wellness programmes that support mental health and access to our employee assistance programme.