1st Line Service Desk Engineer

1st Line Service Desk Engineer (London)

At Air IT Group, we make technology simple, secure and stress-free for modern businesses across the UK. If you enjoy being the first point of contact, love solving problems quickly and calmly, and take pride in helping people feel supported when things go wrong, we’d love to hear from you.

We’re hiring a 1st Line Service Desk Engineer based in London. This is a hands-on role where your communication matters as much as your technical ability: you’ll listen carefully, ask the right questions, triage requests efficiently, and resolve issues (or escalate them) with clarity and confidence. You’ll be joining a team that’s built on collaboration, continuous learning and a genuine commitment to making IT work better for everyone.

What you’ll do

As a 1st Line Service Desk Engineer, you’ll be the friendly, dependable voice and problem-solver at the start of every support journey. Typical responsibilities include:

• Act as first point of contact for incoming support requests and incidents via phone, email and/or ticketing system
• Triage, diagnose and attempt first-contact resolution for common IT issues (with accurate, step-by-step troubleshooting)
• Log all activity properly, ensuring tickets are detailed, well-structured and updated with the right information
• Escalate incidents in line with internal processes, ensuring you include relevant context and evidence to speed up resolution
• Support users with password resets, access issues and account management tasks (where applicable)
• Provide clear, jargon-free updates to end users, keeping them informed without overwhelming them
• Maintain a strong focus on customer experience, meeting service expectations and KPIs
• Contribute to knowledge articles and improve documentation over time so the team learns together

Skills and experience we’re looking for

You don’t need to have every answer on day one—but you should be comfortable learning fast, communicating clearly and taking ownership. We’re keen to speak with people who demonstrate the following:

• Experience in a helpdesk, support or service desk environment (or a strong IT support background from study/placements)
• A solid understanding of Windows and common desktop/laptop support scenarios
• Good troubleshooting skills and an organised approach to problem-solving
• Professional and reassuring communication with customers—especially when issues are frustrating
• Confidence using a ticketing system and documenting accurately
• A customer-first mindset and willingness to go the extra mile to get issues resolved
• A genuine interest in technology and improvement—learning new tools, processes and solutions

Why this role is different

Most people only see the first response. In this role, that first response is your chance to build trust. You’ll help customers understand what’s happening, what you’ll do next, and when they can expect things to be sorted. It’s a busy environment, but it’s also a supportive one—there’s a clear path to grow from “first line” into broader technical capability as you learn from colleagues and build your knowledge.

How you’ll fit in

We believe the best teams are collaborative and inclusive—where people share what they know, ask questions without hesitation and learn together. You’ll work alongside colleagues who value clear communication, continuous improvement and doing the right thing for the customer.

Development and progression

You’ll be supported to build your technical strengths through training, professional development and practical learning. Whether you’re early in your career or looking for a stronger support role with real progression, we’ll help you develop in a structured way—so you can grow with confidence and take on more responsibility over time.

The Benefits

Joining Air IT Group means unlocking a world of perks and opportunities, including:

Time Off & Life Balance

• 25 days Annual Leave + 1 Celebration Day
• Annual Leave Purchase Scheme
• Paid Volunteering Days
• Enhanced Family Leave

Health & Wellbeing

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

Financial & Lifestyle Perks

• Reward Gateway shopping discounts and cashback
• Stakeholder Pension Scheme
• Recognition Platform (with monetary rewards)
• Mortgage Advice Services

Optional Benefits (Opt‑In)

• EV Car Scheme
• Cycle to Work
• Technology Vouchers

Additional Highlights

• Development:  We invest in technical training, professional qualifications, and ongoing development opportunities to help you build your skills and achieve your goals.
• Life at Air: Beyond your role, you’ll be part of a welcoming and active employee community, with regular social events, inclusive activities, and celebrations that bring colleagues together and make Air a great place to work.

Ready to make support feel effortless?

If you want to be the person customers rely on first—calm under pressure, thorough in your troubleshooting, and clear in your communication—apply for the 1st Line Service Desk Engineer role today.

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.