1st Line Service Desk Engineer

1st Line IT Service Desk Engineer

Position Overview

We are seeking a highly motivated and customer-centric individual to join our dynamic team as a 1st Line IT Service Desk Engineer. The primary focus of this role is to deliver exceptional customer service and technical support to our clients, primarily utilising Microsoft 365 applications across multiple areas. Additionally, expertise in cloud technologies such as Azure, Office 365, and Autopilot is highly desirable. 

Key Responsibilities

• Provide first-line technical support to clients via phone, email, and ticketing system, ensuring timely resolution of issues and exceptional customer satisfaction. 
• Troubleshoot and resolve user problems related to Microsoft 365 applications, including but not limited to Outlook, SharePoint, Teams, and OneDrive. 
• Assist users with account management, password resets, and access permissions within the Microsoft 365 environment. 
• Collaborate with second and third-line support teams to escalate and resolve complex technical issues. 
• Proactively identify opportunities to optimize client systems and processes through the effective use of Microsoft 365 and cloud technologies. 
• Contribute to the development and maintenance of knowledge base articles and support documentation. 

Key Requirements 

• Demonstrated experience in providing outstanding customer service in an IT support environment. 
• Proficiency in troubleshooting Microsoft 365 applications and cloud technologies such as Azure, Office 365, and Autopilot. 
• Strong communication skills with the ability to convey technical concepts to non-technical users effectively. 
• Excellent problem-solving abilities and attention to detail. 
• Certifications such as Microsoft Certified: Modern Desktop Administrator Associate or similar are advantageous but not essential. 

Why Join Us

• High levels of training and support provided: We are committed to investing in our team members' professional development, offering extensive training programs and ongoing support to ensure your success. 
• Excellent growth opportunities: As part of our team, you will have access to a wealth of career advancement opportunities within both the IT service desk team and the broader company. 
• Dynamic and collaborative work environment: Join a team of passionate individuals who are dedicated to delivering exceptional service and making a meaningful impact for our clients. 

The Benefits:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers 
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension 
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Ready to soar with Air IT? Apply now and be part of something extraordinary! 

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.