IT Service Desk Engineer

Salary: £30,000 - 30,000 per year

Requirements

• We require 2-3 years of experience in a service desk or IT support role.
• We need strong troubleshooting and problem-solving skills.
• We require the ability to manage multiple tasks efficiently while maintaining a high level of customer service.
• We need excellent verbal and written communication skills, with the ability to explain technical concepts clearly.
• We require experience working within service level agreements (SLAs) and escalation procedures.
• We need the ability to adapt to evolving technologies and contribute to process improvements.
• We require technical knowledge of Windows Server 2019 and wider operating system environments.
• We need experience with Windows 11 build, configuration, deployment, and support.
• We require knowledge of Active Directory, on-premise and Azure.
• We need LAN and WAN support experience.
• We require experience with VMware.
• We need experience with Microsoft Office 365.
• We require experience with Exchange 365.
• We need experience with Microsoft SQL Server 2019 and above.

Responsibilities

• We provide professional, courteous support for incoming IT issues via phone, email, and face-to-face interactions.
• We take ownership of technical issues, managing them methodically and ensuring a logical resolution.
• We accurately log and categorise incidents and faults, prioritising them in line with our team procedures.
• We conduct thorough diagnostics with end users to enable first-contact fault resolution.
• We deliver desktop and server-based support when immediate resolution is not possible.
• We ensure all incidents are resolved within service level agreements (SLAs), escalating when necessary.
• We manage faults throughout their entire lifecycle, from first contact through to resolution, keeping users informed of progress.
• We perform administrative support tasks to meet operational objectives, including setting up accounts and workstations for new team members.
• We manage IT assets and equipment assignments.
• We oversee IT equipment moves.
• We review reports and event logs.
• We document procedures.
• We diagnose and resolve issues to user satisfaction, either remotely or in person.
• We continuously develop our technical knowledge and skills to support first-time fault resolution.
• We identify and escalate recurring issues or service risks to the appropriate service management teams.
• We share knowledge and best practices with team members to enhance overall support efficiency.

Technologies

• Active Directory
• Azure
• Support
• LAN
• Office 365
• SQL
• VMware
• Windows
• Cloud

More

We are offering an exciting opportunity for an experienced IT Service Desk Engineer to join our dynamic IT team in our Lincoln office. Regular travel to our other office locations is expected, so access to personal transport is beneficial but not essential. This is a great opportunity for a proactive and solutions-driven IT professional to make an impact within our supportive and forward-thinking team. Edwards & Pearce acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers, and we are an Equal Opportunities Employer.

last updated 24 week of 2026