Job Opportunity: 1st Line Service Desk Engineer Location: Leeds Salary: £25,000 - £28,000 (dependent on experience) benefits Search Group Recruitment is delighted to be recruiting for an exciting opportunity on behalf of a leading managed services provider based in Leeds. We are seeking a 1st Line Service Desk Engineer to join a busy and dynamic team, offering outstanding technical support and exceptional customer service to a diverse client base. About the Role As a 1st Line Service Desk Engineer, you will be the first point of contact for IT-related queries, providing email and telephone-based technical support. You will troubleshoot issues, perform fixes where possible, and escalate cases when necessary to ensure all queries are resolved within agreed Service Level Agreements (SLAs). This role requires someone with a passion for IT, strong problem-solving skills, and the ability to deliver exceptional customer service. Experience in a Managed Service Provider (MSP) environment is highly desirable. Key Responsibilities Provide 1st line technical support to customers and internal staff via email, telephone, and ticketing systems. Troubleshoot and resolve technical issues related to Microsoft Windows 10/11, Office 365 (OneDrive, Teams, SharePoint), hardware, and software. Build and configure IT hardware, including laptops, Macs, and mobile devices. Administer Active Directory (user creation, permissions) and Intune/MDM. Process new starters, leavers, and role changes. Conduct daily and weekly system checks and document procedures. Ensure timely resolution of incidents and escalate technical/operational issues efficiently. Occasionally provide on-site support for customers as required. Deliver outstanding customer service, always striving to exceed expectations. Technical Skills Strong knowledge of Microsoft Windows 10/11 and Office 365 Administration. Experience with RMM tools and remote-control tools (e.g., Automate, TeamViewer). Basic understanding of networking and backup technologies (e.g., Veeam). Printer troubleshooting and Apple Mac support. Familiarity with antivirus solutions (ESET, Sophos, ThreatLocker). Personal Requirements Strong communication skills with a customer-focused approach. Enthusiastic and eager to grow skillsets in IT. Excellent time management and problem-solving skills. Ability to work under own initiative and adapt to a demanding environment. A positive and professional attitude with a commitment to teamwork. What’s on Offer Competitive salary of £25,000 - £28,000 (DOE) 25 days holiday plus an additional day off for your birthday Flexible working arrangements Healthcare and well-being schemes Pension scheme with enhanced employer contribution Training and personal development, including free Microsoft certifications Incentive schemes and opportunities for career growth If you’re passionate about IT and delivering excellent customer service, this is the perfect opportunity to join a fast-paced and supportive team. Apply now through Search Group Recruitment to take the next step in your career Contact us today for more information.