IT Helpdesk Engineer – 1st & 2nd line

About the role

The Service Desk Engineer will join an IT service provider in Chesham, delivering 1st and 2nd line support to multiple client organisations. You will handle tickets, troubleshoot a wide range of technical issues and ensure high‑quality customer service. The position is Monday‑to‑Friday, day‑shift and requires an enhanced DBS clearance due to occasional client site visits.

Key responsibilities

• Manage 1st and 2nd line service tickets in line with SLA’s, keeping customers well informed.
• Monitor and maintain client infrastructure and systems, responding proactively to alerts.
• Produce and implement change requests for internal and external requirements.
• Support project handovers to service delivery for day‑to‑day support.

Required profile

• 2+ years’ IT support experience within an MSP environment.
• Excellent attention to detail and a “can‑do” attitude with strong team‑working skills.
• Proven customer service and communication abilities.

Required skills

• Microsoft 365, Azure, Active Directory and Windows Server.
• Basic networking knowledge, including IP addressing and routing.
• Strong troubleshooting and problem‑solving capabilities.