Service Desk Engineer

Cloud People; Welwyn Garden City; Hybrid; GBP 25,000 - 35,000; Full time

Job summary

Cloud People in the UK is expanding its service desk, merging second line into a single Service Desk Engineer function and rotating onto device builds. The role begins with home-based work and moves to a Welwyn Garden City office once opened, with candidates required to be within commuting distance.

You will handle tickets, support Microsoft 365, Windows and Active Directory, plus basic networking, with on-call expectations and progression into deeper technical roles supported by a SME layer and

Qualifications

• Solid MSP experience (2–3+ years) across multiple clients with SLAs.
• Strong MS 365 administration and support, Windows OS and Active Directory.
• Basic networking knowledge for VPNs and connectivity.
• Comfortable with metrics, targets, and performance reviews.
• Familiarity with ITSM/PSA platforms and RMM tooling.
• Excellent communication and customer service under pressure.
• ITIL awareness; MS 900/AZ 900/SC 900 certifications are useful but not essential.

Responsibilities

• Handle incoming tickets and calls across a mixed client base, owning issues through to resolution against SLAs
• Support and troubleshoot Microsoft 365 including Exchange Online, Teams, SharePoint and OneDrive
• Provide Windows desktop and laptop support, along with Active Directory administration and user management
• Resolve basic networking issues covering DNS, DHCP, VPNs and general connectivity
• Rotate onto device build and deployment work, preparing and configuring equipment before it goes out to clients
• Escalate cleanly to the senior technical team where needed, with good documentation and handover
• Maintain high first time fix rates and a strong customer experience on every interaction
• Contribute to an on call rota once it is introduced, expected to be weekend focused with details and allowance still being finalised

Skills

MS 365 Administration

Windows OS

Active Directory

Networking basics

Customer service

ITSM tooling

RMM tooling

Communication skills

Education

Microsoft Fundamentals certs (MS-900/AZ-900/SC-900)

Tools

RMM tooling

PSA platforms

Job description

Home based initially, moving to hybrid with 3 days per week in a new Welwyn Garden City office once it opens. Candidates need to be within commutable distance of Welwyn Garden City.

Company & role

This sits with an established UK managed service provider supporting mid market clients across managed IT, cloud and modern workplace. They run a UK based service desk and are in a period of genuine growth, investing in headcount and opening a new office as the base for the next phase of the team.

The service desk has recently been restructured. First and second line have been merged into a single Service Desk Engineer function, and the device build work has been brought into the same team on a rotation rather than sitting with a dedicated build engineer. That means broader work and more variety than a typical tiered desk, and a clearer route into the deeper technical roles that sit above it.

This is not a junior seat. They are looking for someone who has already done a few years on an MSP desk and can hold their own from day one.

Why This Role Stands Out

• You are joining at the start of a build out, not filling a gap. The new office is being set up as the base for the team and further hires are already planned from there.
• Real variety in the week. Service desk tickets, escalations, and rotations onto device builds and deployment, rather than the same queue every day.
• Home based until the new office opens, which is a rare thing on a service desk role.
• A manager who is visibly on the front foot and hiring to keep momentum, with a clear view of what good looks like.
• Genuine progression above you. There is a defined SME layer handling deeper technical work, so there is somewhere to go.
• Support with Microsoft certifications as part of professional development.

Key Responsibilities

• Handle incoming tickets and calls across a mixed client base, owning issues through to resolution against SLAs
• Support and troubleshoot Microsoft 365 including Exchange Online, Teams, SharePoint and OneDrive
• Provide Windows desktop and laptop support, along with Active Directory administration and user management
• Resolve basic networking issues covering DNS, DHCP, VPNs and general connectivity
• Rotate onto device build and deployment work, preparing and configuring equipment before it goes out to clients
• Escalate cleanly to the senior technical team where needed, with good documentation and handover
• Maintain high first time fix rates and a strong customer experience on every interaction
• Contribute to an on call rota once it is introduced, expected to be weekend focused with details and allowance still being finalised

Ideal Experience

• Solid experience on a managed service provider desk, ideally 2 to 3 years or more, dealing with multiple clients, ticket queues and SLAs
• Strong Microsoft 365 administration and support, plus Windows OS and Active Directory
• Working knowledge of basic networking, enough to be useful on VPN, switching and connectivity questions
• Comfortable working to stats and targets, with experience of structured one to ones and performance measures
• Familiarity with ITSM and PSA platforms, and with RMM tooling for remote monitoring and support
• Excellent communication and a genuinely strong customer service instinct, able to stay calm and clear under pressure
• ITIL awareness and Microsoft Fundamentals certifications such as MS 900, AZ 900 or SC 900 are useful but not essential