IT Service Desk Engineer: First-Line Troubleshooting

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

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.