About the Company
This established MSP delivers end-to-end network and systems support across a wide range of clients. With a strong technical team and a collaborative culture, they focus on outcomes over tickets. You’ll join a stable, growing business that values initiative and hands-on problem solving.
The Opportunity
We’re looking for a Level 1 Service Desk Engineer to be the first line of support for our customers. You’ll be on the frontline, triaging incoming tickets, resolving issues on first contact where possible, and escalating appropriately. This is a great role for someone early in their IT career who’s customer-focused, process-driven, and eager to grow in a supportive team.
What You’ll Be Doing
- Triage and action tickets in line with SLAs
- Deliver remote support and guide users through fixes
- Document ticket notes, time entries, and resolutions clearly
- Resolve issues using knowledge articles or escalate when required
- Maintain professional and clear customer communication
- Share fixes and contribute to internal documentation
- Participate in an after-hours on-call roster as required
What You’ll Need
- IT support or helpdesk experience in a customer-facing role
- Strong communication skills, adaptable to all user levels
- Working knowledge of Windows, Office 365, and basic networking
- Calm under pressure with a focus on solutions and outcomes
- Clear, structured approach to documentation
- Team-oriented and comfortable working with senior engineers
Highly Regarded
- Previous experience working in a ticket-based support environment
- Familiarity with remote support tools and ticketing systems (e.g., ConnectWise, Zendesk, etc.)
- Any certifications or IT qualifications (Cert III/IV, CompTIA A+, etc.)
- Willingness to learn and grow in a structured IT support environment
Interesting Points
- Collaborative team with an open-door policy
- Exposure to a wide range of technologies and client environments
Note: Must be eligible to start ASAP or within a 2 2-week notice period.
If you would like to learn more about this role, please reach out to Ryley on 0484546357 or send an email to rladhams@humanisedgroup.com
