Service Desk Engineer

Socket.dev; Cambridge (MA); Hybrid; USD 47,000 - 54,000; Full time

Benefits offered by this job

Hybrid working (3 days in office)

Job summary

Redgate is seeking a hands-on Service Desk Engineer in Cambridge to own 1st and 2nd line IT support for internal users. You’ll log, triage, and resolve issues across devices, apps, and infrastructure, while identifying trends and contributing to IT projects.

This role offers real ownership and a path to grow technical skills in a collaborative environment. Hybrid working (3 days in office), salary £35,000–£40,000, and private health insurance.

Qualifications

• Experience in a similar IT support role.
• Strong analytical and problem-solving skills.
• Confident supporting Microsoft environments including M365, Intune/Autopilot, Entra ID, and Active Directory.
• Familiarity with ITSM platforms such as Halo, Zendesk, or similar.
• Clear communicator who can explain technical concepts to non-technical colleagues.
• Initiative and ownership, with a drive to improve processes.

Responsibilities

• First point of contact for IT issues across the business, with a focus on first-touch resolution.
• Troubleshooting and resolving issues across Microsoft 365, Intune/Autopilot, Entra ID, networking, and AV equipment.
• Identifying recurring themes and proposing process improvements to the Technical Operations team.
• Contributing to infrastructure projects and new starter onboarding.
• Maintaining accurate asset records and support documentation.

Skills

Microsoft 365

Intune/Autopilot

Entra ID

Active Directory

ITSM (Halo / Zendesk)

First line support

Troubleshooting

Communication

Tools

Halo

Zendesk

Job description

At a glance

Location: Cambridge

In-office expectation: 3 days per week

Employment type: Permanent

Salary: £35,000-£40,000

Why this role exists

Redgate’s people rely on technology that just works and this role is central to making that happen. As our Service Desk Engineer, you’ll be the first point of contact for IT support across the business, keeping things running smoothly and making sure everyone can do their best work. It’s a role with real ownership: you’ll resolve issues, spot patterns, improve processes, and contribute to wider infrastructure projects. If you care about delivering excellent support and want to grow your technical skills in a thoughtful, collaborative environment, this is a great fit.

About Redgate

Redgate brings together people who want to do their best work in an environment built on trust, accountability, and collaboration.

We build solutions that help data professionals securely manage the data and databases that their organisations depend on, a space that’s only becoming more critical as systems scale, data regulations increase, and AI adoption accelerates.

AI at Redgate

By 2028, Redgate will operate as an expert plus agent company: domain experts amplified by AI, delivering customer value at a pace our peers can't match. AI handles the heavy lifting, and our people control the judgement. Everyone at Redgate works with Claude, giving you access to the best AI tools from day one.

Why join our engineering team?

Real technical variety - New starter onboarding, hardware deployment, infrastructure troubleshooting, service automation, and project work - you're doing actual technical work, not just processing tickets.

A team that listens to you - Work in a focused team where your ideas for improvement are actively sought, and there's space to develop real technical depth.

About the role

This is a hands‑on technical support role with variety, impact, and room to grow. You’ll own 1st and 2nd line support for internal users, logging, triaging, and resolving issues across devices, applications, and infrastructure. But it’s more than a ticket queue: you’ll identify trends, contribute to IT projects, and help shape how support is delivered at Redgate.

• First point of contact for IT issues across the business, with a focus on first-touch resolution

• Troubleshooting and resolving issues across Microsoft 365, Intune/Autopilot, Entra ID, networking, and AV equipment

• Identifying recurring themes and proposing process improvements to the Technical Operations team

• Contributing to infrastructure projects and new starter onboarding

• Maintaining accurate asset records and support documentation

What makes you a great fit

• Experience in a similar IT support role, with strong analytical and problem‑solving skills

• Confident supporting Microsoft environments including M365, Intune/Autopilot, Entra ID, and Active Directory

• Familiarity with an ITSM platform such as Halo, Zendesk, or similar

• Clear communicator who can explain technical concepts to non‑technical colleagues

• Someone who takes initiative, spots opportunities to improve, and follows through

What we offer

• Salary range:£35,000-£40,000

• Hybrid working, home and Cambridge office

• Monthly wellbeing allowance and generous paid time off

• Genuine investment in learning, development, and career progression

• Private health insurance

• Full benefits details available on our website

Belonging at Redgate

We believe that people do their best work in an environment built on respect, fairness, and trust and that diverse perspectives lead to better outcomes. Redgate is an equal opportunity employer, and we make hiring decisions based on skill, potential, and alignment with our values.

You can read more about how we approach belonging and inclusion at Redgate on our Belonging at Redgate page.