Service Desk Engineer - 1st/2nd Line

Service Desk Engineer - 1st/2nd LineLocation: Congleton, Cheshire (Hybrid working available following successful probation)
Hours: Full-time, Permanent | Monday to Friday
Salary: £28,000 per annum plus up to £3,600 annual bonus (KPI-driven and paid monthly)

Prism Solutions, part of the Focus Group family, is a Microsoft-focused managed technology provider helping organisations modernise, secure and maximise the value of their technology investments.

Working across Microsoft 365, Azure, cyber security, cloud infrastructure, networking, endpoint management, automation and AI, we're passionate about delivering outstanding technical support and building long-term partnerships with our clients.

As we continue to grow, we're looking for a motivated Service Desk Engineer (1st/2nd Line) to join our Service Desk team in Congleton.

The Role

This is an excellent opportunity for an ambitious IT support professional looking to build on their existing service desk experience and develop towards broader 2nd line support responsibilities.
You'll be one of the first points of contact for our managed clients, providing responsive technical support while gaining exposure to a wide variety of technologies and customer environments. Working within a busy MSP environment, you'll take ownership of incidents and service requests, deliver exceptional customer service and develop your technical expertise alongside experienced colleagues.

Key Responsibilities

• Act as the first point of technical contact for managed clients via telephone, email and remote support tools.
• Log, prioritise and manage incidents and service requests in line with agreed service levels.
• Resolve common Microsoft 365 issues relating to user accounts, passwords, MFA, Outlook, Exchange Online, Teams, SharePoint Online and OneDrive.
• Support Windows 10/11 devices, printers, business applications, peripherals and remote-working environments.
• Carry out routine Microsoft 365 and Entra ID administration, including user accounts, groups, permissions, licences and shared mailboxes.
• Support Intune-managed devices, including enrolment, compliance and application deployment activities.
• Troubleshoot common connectivity issues involving Wi-Fi, LAN, VPN, DNS and DHCP.
• Respond to security, endpoint, backup and device health alerts, escalating where appropriate.
• Maintain accurate ticket notes, documentation and knowledge articles.
• Keep customers updated with clear, friendly and professional communication throughout the lifecycle of a ticket.
• Contribute to the creation and improvement of knowledge base articles and standardised fixes.
• Collaborate with 2nd Line, Projects, Cyber Security and Technical teams to resolve issues and build technical expertise.

Skills, Knowledge & Expertise

Essential Skills 

• Experience within an IT support, helpdesk or service desk environment.
• Good working knowledge of Microsoft 365 and Windows 10/11.
• Experience supporting end users remotely and managing tickets through to resolution or escalation.
• Understanding of: 
  • Microsoft 365
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive
  • Entra ID
  • Microsoft Intune
• Knowledge of networking fundamentals including TCP/IP, DNS, DHCP, Wi-Fi and VPN connectivity.
• Excellent customer service and communication skills.
• Strong attention to detail and a logical troubleshooting approach.
• A willingness to learn, develop and progress towards broader 2nd line responsibilities.

Desirable

• Previous MSP experience and familiarity with SLA-driven support environments.
• Experience using PSA, RMM and remote support tools.
• Awareness of Microsoft Defender, MFA, Conditional Access, endpoint security and Microsoft 365 backup solutions.
• Exposure to Windows Server, Azure, Active Directory, AVD/RDS or hosted telephony environments.
• Microsoft 365 Fundamentals, Azure Fundamentals or similar certifications, or currently studying towards them.

Job Benefits

• Holiday Allowance - 24 days + bank holidays + birthday leave. 
• Hybrid working options - performance depending. 
• Enhanced maternity, paternity and adoption leave. 
• Paid volunteering day * regular charity events.
• Wider company benefits across health, financial wellbeing, Pension etc.