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.