Level 1 Service Desk Engineer – Remote IT Support

About the role

We are looking for a Level 1 Service Desk Engineer to join our growing Managed Services team. The role is primarily remote, providing first‑line technical assistance to end users across a range of Microsoft technologies while supporting occasional on‑site work in Godalming.

Key responsibilities

• Provide remote IT support via phone and remote‑control tools.
• Troubleshoot Windows, Microsoft 365, hardware, printers and basic networking issues.
• Log, manage and resolve tickets in the ITSM platform with clear documentation.
• Escalate complex incidents to 2nd/3rd‑line teams when required.
• Administer users and devices in Microsoft 365, Entra ID and Intune.
• Assist with on‑site installations, device builds and project work during mandatory office weeks.
• Maintain and update the technical knowledge‑base.
• Ensure service‑level agreements and quality standards are met and flag potential security incidents.

Required profile

• Self‑motivated, proactive and customer‑focused.
• Logical, structured problem‑solver comfortable working independently.
• Collaborative, adaptable and eager to learn.
• Looking to build a long‑term career in IT.

Required skills

• Minimum 3 years experience in an IT Service Desk or support role.
• Strong experience supporting Microsoft 365 and Windows environments.
• Device management and troubleshooting experience (desktop, laptop, mobile, printers).
• Familiarity with SLAs, KPIs and ticketing processes.