1st Line Service Desk Engineer

🔒 Confidential Employer
Posted 21 March 2026
LOCATION
Birmingham
TYPE
Full-time
LEVEL
Entry-level
CATEGORY
IT Support
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Customer Service Microsoft Technologies Windows Desktops Active Directory Troubleshooting Problem-solving IT Support Communication

FULL DESCRIPTION

As a 1st Line Service Desk Engineer, you will be the first point of contact for IT-related queries from our diverse client base. You will help and advise end-users with a range of queries, communicate and solve technical issues over the telephone and via remote support. You’ll also be in charge of managing tickets, escalations and follow-ups.

Details

  • Can you envisage yourself working with South West’s leading managed service provider?
  • How about a company that puts people before technology and allows you to shape your own work environment?
  • If you have the passion, motivation and dedication to provide first-class customer service, you may be what we’re looking for.

What you will be doing at [Employer hidden — view at passion-project.co.uk]:

  • Being the first point of contact for our clients and providing first-class customer service.
  • Managing the entire ticketing lifecycle, including requesting further information, escalating tickets and sending status updates.
  • Ensuring client SLAs (service-level agreements) are achieved.
  • Assessing complex problems and escalating when appropriate.
  • Working in accordance with our company policies, procedures and practices.

Sound like the job for you? You will need:

  • Experience in providing IT support to end-users.
  • Superb customer-oriented and problem-solving skills.
  • Previous experience supporting and administrating the latest Microsoft technologies.
  • Excellent Microsoft Office troubleshooting skills.
  • The ability to build, configure, administer and support all versions of Windows desktops.
  • Knowledge of AD (Active Directory), Group Policy, and DNS (Domain Name System)

Benefits

  • Generous incentives for reaching team and company goals.
  • Private healthcare.
  • Your own home internet connection.
  • A high-powered work device.
  • Company mobile phone
  • Company Apple watch
  • A proactive approach to ongoing training to help you develop life-long skills.
  • An easy-going environment and culture (we all enjoy what we do)
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