Service Desk Engineer (Level 1)

At EduThing, we deliver outstanding managed IT services to the education sector, supporting schools with reliable, friendly, and expert technical support. We’re looking for a Service Desk Engineer (Level 1) to join our growing Service Desk team.

About the Role

As the first point of contact for our customers, you’ll play a vital role in delivering exceptional IT support to schools and education environments. You’ll assist users over the phone and via email, troubleshoot technical issues remotely, and ensure every customer receives a professional and positive support experience.

This is an excellent opportunity for someone looking to build a career in IT within a supportive, education-focused MSP.

What You’ll Be Doing

• Providing first-line technical support via phone and email
• Troubleshooting basic IT issues including:
  • Password resets
  • Software issues
  • Connectivity problems
  • Hardware troubleshooting
• Logging and managing incidents within our ticketing system
• Prioritising support requests based on urgency and impact
• Escalating more complex issues to senior engineers
• Guiding customers through problem-solving steps clearly and professionally
• Following up with customers to ensure issues are resolved
• Supporting network and security troubleshooting activities
• Collaborating with internal teams to resolve technical issues efficiently

What We’re Looking For

We’re seeking someone who is:

• Customer-focused and patient
• Passionate about IT and technology
• A confident communicator, both written and verbal
• Friendly and professional on the phone
• Organised with strong time management skills
• Eager to learn and develop technical skills
• Comfortable working as part of a team
• Able to stay calm under pressure

Desired Technical Training

• AZ-900 (Microsoft Azure Fundamentals)
• Google Workspace Administrator Certification

Your Development at EduThing

At EduThing, we invest heavily in our people. You’ll benefit from:

• Ongoing mentoring and coaching from experienced engineers
• Internal technical training
• Access to Pluralsight learning resources
• Opportunities to develop cloud, networking, and security skills
• A collaborative and supportive team culture

Why Join EduThing?

• Work in a meaningful sector supporting education
• Friendly and collaborative team environment
• Clear development and progression opportunities
• Exposure to modern cloud and managed IT technologies
• Be part of a company that values innovation, teamwork, and excellent customer service

Apply Today

If you’re looking to start or grow your IT career in a dynamic education-focused MSP, we’d love to hear from you.

Join EduThing and help schools succeed through technology.