Service Desk Engineer

Proactive Appointments; Thatcham; On-site; GBP 28,000 - 29,000; Full time

Benefits offered by this job

24 days annual leave

Birthday off

Company pension

Holiday buy-back scheme

Employee Assistance Programme

Rewards & Recognition

Free on-site parking

Job summary

Proactive Appointments is seeking a Level 1 Service Desk Engineer to join our growing MSP team in Maidenhead. You will provide first-line IT support to a diverse client base, handling incidents from initial contact to resolution with a focus on quality customer service.

The role targets individuals with 1–2 years of IT support experience who are keen to develop technical skills in a collaborative environment. On-site work in Maidenhead, with a supportive team and growth opportunities.

Qualifications

• 1-2 years IT support experience in an MSP or similar environment.
• Excellent communication and customer service skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise workload and manage multiple requests.

Responsibilities

• Provide first-line technical support via phone, email and remote tools.
• Manage user accounts across Active Directory and Microsoft 365.
• Troubleshoot Windows 10/11 and Microsoft Office issues.
• Support networking fundamentals (DNS, DHCP, email).
• Manage tickets with SLAs and queue prioritisation.
• Assist with device builds, deployments and system maintenance.
• Document incidents and resolutions accurately in the ticketing system.
• Escalate complex issues while owning them through to resolution.

Skills

1-2 years IT support experience

Communication

Customer service

Problem solving

Prioritisation

Education

IT support experience (MSP/ITSM)

Tools

ConnectWise

Microsoft Intune

Microsoft Entra ID

Microsoft Teams

Job description

Overview

Are you passionate about technology and delivering exceptional customer service? We're looking for a Level 1 Service Desk Engineer to join a growing Managed Services team, providing first-line IT support to a diverse range of business clients.

This is an excellent opportunity for someone with 1-2 years' IT support experience who is looking to develop their technical skills within a supportive, collaborative environment.

Location: Maidenhead, Berkshire

Salary: £28,000-£29,000 per annum

Responsibilities

• Providing first-line technical support via phone, email and remote support tools.
• Managing user accounts across Active Directory and Microsoft 365.
• Troubleshooting Windows 10/11 and Microsoft Office issues.
• Supporting networking fundamentals, including DNS, DHCP and email-related issues.
• Managing support tickets in line with Service Level Agreements (SLAs), ensuring effective prioritisation and queue management.
• Assisting with device builds, deployments and general system maintenance.
• Accurately documenting incidents, resolutions and updates within the ticketing system.
• Escalating more complex issues where required while maintaining ownership through to resolution.

About You

You'll have a genuine enthusiasm for IT, enjoy solving technical problems and thrive in a customer-focused environment.

Essential Skills & Experience

• 1-2 years' experience in an IT Support or Managed Service Provider (MSP) environment (strong candidates with transferable experience will also be considered).
• Excellent communication and customer service skills.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritise workload and manage multiple support requests.

Technical Knowledge

You'll have experience with:

• Active Directory
• Windows Server (2012 onwards)
• Windows 10/11
• Microsoft Office
• Microsoft 365 Administration
• Networking fundamentals (DNS, DHCP and email)

Experience with any of the following would be advantageous:

• Microsoft Intune
• Microsoft Entra ID
• Microsoft Teams
• SharePoint Online
• VoIP systems (particularly Gamma)
• Apple device support
• ConnectWise
• ITIL Foundation, CompTIA A+/Network+ or Microsoft certifications

What’s on Offer

• Competitive salary of £28,000-£29,000
• 24 days annual leave plus Bank Holidays
• Birthday off every year
• Company pension
• Holiday buy-back scheme
• Employee Assistance Programme
• Rewards & Recognition scheme
• Free on-site parking
• Supportive team environment with opportunities for training and career progression

If you're looking to build your career within a fast-paced Managed Services environment and enjoy working with a variety of technologies, we'd love to hear from you. Apply today and take the next step in your IT career.