Service Desk Engineer – 1st Line Support

About the role

Our client is a rapidly growing managed‑service IT business based in South Tyneside. They are looking for a Service Desk Engineer to join a well‑established 1st‑line support team, providing phone, email and ticket‑based assistance to a range of organisations across the UK.

Key responsibilities

• Act as the first point of contact for IT incidents via phone, email and ticketing system.
• Remote troubleshoot hardware, software and network problems, escalating when necessary.
• Maintain and support desktops, laptops, mobile devices and related peripherals.
• Configure and manage Microsoft 365 services and Windows operating systems.
• Maintain accurate ticket records and resolve issues within SLA targets.

Required profile

• Proven experience in an IT support or service‑desk role within a managed‑services environment.
• Strong knowledge of Windows OS, Microsoft 365 and Active Directory.
• Current Microsoft certification (e.g., 365, Azure) – preferred.
• Up‑to‑date CompTIA A+ certification is desirable.
• Excellent troubleshooting, problem‑solving and customer‑focused communication skills.

Required skills

• Microsoft 365
• Windows operating system
• Active Directory
• Remote troubleshooting
• Hardware maintenance and support
• Desktop, laptop and mobile device configuration
• CompTIA A+ (desired)
• Microsoft certification (365, Azure) (desired)

What we offer

• Career development and progression within a fast‑growing organisation.
• Supportive culture focused on talent development and continuous product training.
• Hybrid working considered for exceptional candidates.
• Full‑time Monday‑Friday schedule with optional overtime/on‑call work.