1st Line Service Desk Engineer

Help our customers do their best work, every day.

At Air, we're passionate about helping organisations get the most from technology. As one of the UK's leading Managed Service Providers, we support thousands of users across the country with reliable IT, cyber security, communications, and cloud solutions.

We're looking for a 1st Line Service Desk Engineer to join our team and become the first point of contact for customers when they need support. If you enjoy solving problems, helping people, and building your technical skills in a supportive environment, we'd love to hear from you.

The Role

As a 1st Line Service Desk Engineer, you'll provide friendly, professional support to our customers, helping to resolve a wide range of IT issues and ensuring an excellent customer experience from start to finish.

Working as part of our Service Desk team, you'll investigate and troubleshoot technical issues, manage support tickets, and collaborate with colleagues across the business to deliver timely resolutions.

What You'll Be Doing

• Providing excellent customer service to end users and stakeholders.
• Acting as the first point of contact for technical support requests.
• Diagnosing and resolving a range of Microsoft and desktop-related issues.
• Accurately updating and maintaining support tickets throughout their lifecycle.
• Delivering first-time fixes wherever possible.
• Escalating more complex issues to the appropriate teams when required.
• Managing your workload effectively to meet agreed service levels.
• Contributing to a positive, collaborative team environment.

About You

We're looking for someone who enjoys helping others, has a genuine interest in technology, and thrives in a fast-paced support environment.

You'll ideally have:

• Previous experience in an IT support or Service Desk role.
• Excellent customer service and communication skills.
• Strong problem-solving and troubleshooting abilities.
• Experience supporting Microsoft technologies.
• Working knowledge of Microsoft Office and Windows desktop environments.
• Understanding of Active Directory, Group Policy and DNS.
• A proactive approach to learning and developing your technical skills.

Why Join Air IT Group?

At Air, our people are at the heart of everything we do. We believe in creating an environment where everyone feels supported, valued, and empowered to succeed.

Health & Wellbeing

• 24/7 Virtual GP access for you and your family
• Employee Assistance Programme (EAP)
• Eye care vouchers
• Group Life Assurance and Income Protection

Time Off & Life Balance

• Celebration Day
• Annual Leave Purchase Scheme
• Two paid volunteering days each year
• Enhanced family leave policies

Financial & Lifestyle Benefits

• Pension scheme
• Cycle to Work scheme
• Technology vouchers
• Discounts through Perks at Work

Flexible Benefits

• AirPerks flexible benefits platform
• EV Car Scheme
• AirPerks Rewards Platform, including recognition, discounts and AirCoins

Plus You'll Enjoy

• Hybrid working opportunities
• Ongoing learning and development
• Social events, incentives and competitions
• Discount and cashback schemes
• A supportive and collaborative culture where your contribution matters

Our Commitment to Inclusion

At Air, we're committed to creating a workplace where everyone can be themselves and thrive. We welcome applications from people of all backgrounds, experiences, and communities, and we're proud to build diverse teams that reflect the customers we support.

If you require any reasonable adjustments during the recruitment process, please let us know and we'll be happy to help.

Ready to Join Us?

If you're looking to develop your career with a supportive, ambitious, and people-focused organisation, we'd love to hear from you.

Apply today and help us make technology work for our customers.

No Agencies Please

Air IT Group manages recruitment directly for the majority of our vacancies. While we work with a select group of approved partners when needed, we kindly ask that agencies do not contact us regarding this role or submit unsolicited CVs. Any CVs submitted without a prior agreement will not be considered, and no fees will be payable. Should we require agency support, we will reach out directly.