1st Line Service Desk Engineer

Please note: Hybrid working role will require regular office / site attendance in Central London (2-3 days a week) and some on-call from time to time.

About Kerv Connected Cloud

You’ll be part of the Network Security/Service Desk Operations team at Kerv Connected Cloud.
The Connected Cloud team brings together deep expertise in cloud, networking and managed services to help organisations modernise and run their infrastructure with confidence. From data centres to branch networks and cloud platforms, we design secure, automated environments that are built to scale. It’s all about creating resilient foundations that keep businesses connected, supported and ready for what’s next.

All about You

We are seeking a proactive and customer-focused 1st Line IT Service Desk Engineer to join our dynamic team. The successful candidate will be the first point of contact for all IT-related issues and requests, providing efficient and effective support to our clients. This role requires excellent problem-solving skills, a strong technical background, and the ability to communicate effectively with clients and team members. A key aspect of this role is maintaining a positive customer experience and building strong relationships with clients, whilst maintaining accurate records of support requests.

The Role

Incident Management:

• Log, categorise, and prioritise incidents and service requests received via phone, email, or ticketing system.
• Provide first-line investigation and diagnosis, resolving incidents where possible in line with the SLA.
• Escalate complex or unresolved issues to the senior support teams as necessary.
• Follow documented procedures and knowledge base articles to ensure consistent service delivery.

Customer Support:

• Deliver exceptional customer service, ensuring clients are kept informed of progress and resolution timescales.
• Assist clients with hardware and software issues, including troubleshooting and configuration.

System Monitoring:

• Monitor client systems, identifying and addressing potential issues before they impact service.

Documentation:

• Maintain accurate records of incidents, service requests, and changes within the ticketing system.
• Create and update technical documentation and knowledge base articles.

Collaboration:

• Work closely with other Service Desk team members to ensure seamless service delivery.
• Participate in team meetings and contribute to continuous improvement initiatives.

All about You

Technical Skills:

• Proficiency in Windows (desktop and server) and Mac OS environments.
• Experience with Microsoft Office 365 and other common business applications including Intune, Autopilot and SharePoint.
• Basic understanding of networking concepts (Routing, Switching, TCP/IP, DNS, DHCP).

Basic familiarity with vendors such as:

• HP Aruba / SilverPeak
• Arista / VeloCloud
• Juniper Mist
• Fortinet
• Infoblox
• Cisco Meraki
• LogicMonitor
• Familiarity with remote support tools and ticketing systems.
• Knowledge of AVD and Citrix virtual desktops platforms
• Printers and peripherals

Soft Skills:

• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and attention to detail.
• Ability to work under pressure and manage multiple tasks simultaneously.

Experience:

• Previous experience in a similar IT support role, preferably within an MSP environment.
• Relevant IT certifications (e.g., CompTIA A+, ITIL Foundation) are a plus

More about the role:

• The position is based in Central London (Liverpool St) and operates in a hybrid work arrangement, including client site visits.
• Occasional out-of-hours work may be required to support client needs.
• Travel to client locations in and around London will be necessary to provide on-site support as required.