Service Desk Engineer - 1st Line

Service Desk Engineer - 1st Line

Service Desk Engineer - 1st Line

Remote | Unlimited Holiday | Fix issues fast and keep customers moving.

Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.

Role Overview:

This role exists to keep our customers operational, productive, and confident in their technology.

As the first point of contact, you’re not just logging tickets - you’re solving problems that directly impact a customer’s ability to work, sell, and deliver. Every interaction shapes how customers perceive our service.

You’ll triage, fix, and guide - resolving issues where you can, and making sure anything you can’t is picked up quickly and correctly. Done well, this role reduces downtime, builds trust, and protects long-term customer relationships.

What you'll be doing:

• Be the first point of contact and set the tone - clear, calm, and focused on resolution.

• Diagnose and fix common issues across devices, applications, and access, reducing downtime wherever possible.

• Make sure every issue is correctly prioritised, categorised, and routed — avoiding delays and misdirection.

• Communicate clearly and consistently so customers always know what’s happening and what to expect.

• Spot patterns, reduce repeat issues, and contribute to knowledge that improves speed and consistency.

• “I can’t access my system and I need to work now”
• “Something’s broken - I don’t know what, but it’s stopping me doing my job”
• Users locked out of accounts or missing access to tools they need
• Devices, apps, or connectivity not working as expected
• Repeat issues that keep coming back with the same users or systems
• Tickets that have bounced or stalled and need clear ownership
• Customers frustrated by slow updates or unclear progress
• Alerts or issues picked up through monitoring that need quick action

• You care about solving the problem, not just closing the ticket
• You communicate in a way that makes things simple for non-technical users
• You stay calm under pressure and prioritise what matters most
• You take ownership - even when something needs to be handed over
• You look for patterns and improvements, not just quick fixes
• You’re naturally reliable - people trust that if it lands with you, it gets handled

Your impact:

On the business:

• You protect customer relationships, reduce service friction, and enable the wider team to operate efficiently.

On customers:

• You keep them productive, reduce frustration, and build confidence in the service they’re paying for.

On team performance:

• You improve ticket quality, reduce escalations, and help create a smoother, more scalable support function.

What it's like here:

• Ambitious, but not political
• High standards, but pragmatic
• People who care about doing things properly — not just hitting numbers

You’ll get:

• Real ownership of how sales evolves
• Freedom to change things that don’t work
• A team open to being challenged and developed
• Direct access to leadership and influence over direction

What you get:

• Unlimited annual leave
• Private healthcare, life assurance, company shares
• Electric car scheme
• Flexible / remote working (with access to Tunbridge Wells & Paddington)
• Team and company socials, including Illuminate Awards

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