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1st Line Service Desk Engineer

At Air IT, we offer flexible working options, including a 4-day compressed hours week or a 9-day fortnight in addition to the standard 5-day 37.5-hour week. All options are available to joiners at Air IT.

We are Air IT, an MSP with a rich history and expertise in providing a wide range of services. Our mission is to empower our teams to deliver unrivalled IT and Cyber Security support, solutions, and services to local SMEs nationwide. We are seeking a customer-focused 1st Line Service Desk Analyst to join our team.

As a 1st Line Service Desk Analyst, you will be the initial point of contact for users, addressing their IT concerns and providing effective solutions. You'll demonstrate extensive knowledge of hardware, software, and networks to swiftly resolve technical issues and ensure seamless workflow for users.

Your role goes beyond technical expertise. You will be a friendly and empathetic voice for our users, providing reassurance and guidance during their IT difficulties. Your excellent communication skills will be vital in translating complex technical jargon into simple language, enabling users to navigate their IT challenges confidently. Your patience and active listening skills will create a supportive environment, turning frustrating moments into positive experiences.

What AirIT needs from you:

• Customer-first mindset with a passion for outstanding service.
• Continuous learning mindset: proactive approach to self-improvement and pursuit of relevant certifications or specialized courses.
• Strong organizational abilities: exceptional skills in managing a high volume of tickets effectively and meeting quality standards.
• Effective communication skills: excellent written and verbal communication, ability to convey technical information in a non-technical manner, and active listening skills.
• Collaborative mindset: strong collaboration and teamwork skills, willingness to seek guidance or escalate tickets when necessary.

What AirIT can offer you:

We believe in empowering our employees with the opportunity to amplify their skills and achieve genuine growth.

• Personalized Growth Roadmap: We recognize that each team member has unique strengths and aspirations. You'll work closely with your manager to create a personalized growth roadmap tailored to your interests and career goals. Through targeted training programs, workshops, and mentorship opportunities, we'll help you enhance your existing skills and acquire new ones, empowering you to reach your full potential.
• Mentorship and Coaching: We understand the importance of guidance and support on the path to professional growth. Through our mentorship and coaching programs, you'll have the opportunity to learn from seasoned experts in the field. Our mentors will provide valuable insights, share their experiences, and offer guidance to help you navigate your career journey with confidence.
• Ongoing Skill Enhancement: We promote a culture of continuous learning and skill enhancement. We provide the support and resources you need to stay updated and grow your expertise throughout your journey with us.

Other organizations may refer to this role as Helpdesk Engineer, Service Desk Engineer, IT Support Engineer, IT Support Analyst, 1st Line Engineer, 1st Line Support Engineer, or 1st Line Helpdesk Engineer.

Air IT are equal opportunities employers, who value diversity and are strongly committed to providing equal employment opportunities for all and so please let us know if you require any reasonable adjustments at any point in the recruitment process. We believe this is the only acceptable way to conduct business and the more inclusive our environments are, the better our work will be.

So, if you’re seeking your next challenge as a 1st Line Service Desk Engineer, please apply via the button shown.