IT Service Desk Engineer

This is an excellent opportunity for an ambitious IT professional who enjoys solving complex technical issues, mentoring junior engineers, and working across a broad range of modern Microsoft, cloud, infrastructure, networking and security technologies.

You’ll act as an experienced escalation point within the support function, taking ownership of technical issues from diagnosis through to resolution while helping drive service excellence across a diverse customer environment.

If you’re someone who enjoys variety, technical challenges, and continuous learning, this role offers excellent career progression and exposure to the latest technologies.

What You’ll Be Doing

• Acting as the escalation point for complex technical support issues.
• Providing remote and occasional on-site support to business customers.
• Troubleshooting Microsoft 365, Azure and hybrid infrastructure environments.
• Supporting Windows Server environments and core technologies including:
• Active Directory
• Group Policy
• DNS / DHCP
• Remote Desktop Services
• Administering Microsoft 365 tenants and cloud services.
• Supporting virtualised infrastructure and cloud-based deployments.
• Diagnosing networking issues involving:
• Switching, Routing, VPNs, VLANs, Firewalls, WAN connectivity
• Providing support for VoIP and unified communications platforms.
• Collaborating with third-party software vendors to resolve application issues.
• Maintaining accurate system documentation and technical knowledge articles.
• Assisting with proactive monitoring, preventative maintenance and system health checks.

Essential Experience

• Proven experience in a Service Desk, 1st/2nd or 3rd Line support role
• Strong Microsoft technology background.
• Experience supporting Microsoft 365 environments.
• Knowledge of Azure services and cloud technologies.
• Experience administering Windows Server environments.
• Solid networking troubleshooting skills.
• Excellent customer service and communication abilities.
• Strong problem-solving mindset with the ability to take ownership of issues.

Technical Skills

Experience with some or all of the following:

• Microsoft 365
• Azure
• Entra ID (Azure AD)
• Intune / Endpoint Management
• Windows Server
• Active Directory
• Group Policy
• DNS & DHCP
• Remote Desktop Services
• Virtualisation technologies
• VPN technologies
• Firewall administration
• VLANs, switching and routing
• Endpoint security solutions
• VoIP platforms

Desirable

• Experience within a Service Desk or Managed Service Provider environment.
• Exposure to cloud migrations and infrastructure projects.
• Relevant Microsoft certifications.
• Experience supporting mixed Microsoft and Apple environments., Please note, we are unable to provide sponsorship opportunities and candidates must hold a valid driving licence.

• A starting salary of £32,000 - £36,000 depending on experience
• South Wales - Nantgarw/Caerphilly office with Hybrid working
• Free onsite parking
• Modern, IT focussed offices
• Training & Certifications with a clear progression plan.
• Working patterns are typically 08:00-16:00 / 09:30-17:30 providing flexibility around family life
• Plus lots of other benefits …