1st Line Service Desk Engineer

About the role

Air IT Group, which makes technology simple, secure and stress-free for businesses across the UK, is looking for a 1st Line Service Desk Engineer to join its service desk team in Solihull. This is a hands-on role where communication matters as much as technical ability: you will be the first point of contact for customers when technology goes wrong, helping them get back to their work quickly and with a smile.

Key responsibilities

• Be the first point of contact for customers, logging and managing tickets end to end through the service desk process
• Triage incoming incidents and service requests, capturing the right information and categorising problems accurately
• Provide first-line diagnosis and resolution for common IT issues such as desktop/laptop, connectivity, account access and software queries
• Escalate complex cases to 2nd line or other teams with clear notes and supporting evidence
• Follow documentation and standard operating procedures to ensure consistent outcomes and compliance
• Keep users informed of progress and next steps, and identify trends and repeat issues to improve service quality
• Maintain accurate ticket documentation and capture knowledge articles for future resolution

Required profile

• Experience in a service desk, IT support or helpdesk environment, or comparable practical experience
• Confidence troubleshooting everyday workplace technology such as Windows devices, common applications, email and collaboration tools
• Good communication skills, especially with frustrated users
• Methodical problem-solving, attention to detail and a customer-first attitude

Required skills

• Working understanding of Microsoft 365, for example user access, basic tenant/admin tasks and Outlook/Teams issues
• Willingness to learn and to develop with support from experienced engineers and training

What we offer

• Permanent, full-time position
• 25 days annual leave plus a celebration day, annual leave purchase scheme and paid volunteering days
• Enhanced family leave, virtual GP, EAP, eye care vouchers, group life assurance and income protection
• Reward Gateway shopping discounts, stakeholder pension scheme and recognition platform
• Optional benefits: EV car scheme, cycle to work and technology vouchers
• Technical training, professional qualifications and development opportunities