Service Desk Engineer
The front line of our service delivery. You will be the first point of contact for our clients, providing fast, friendly, and effective IT support.
About this role
Our Service Desk is the heart of Bigfoot Networks. It is where client relationships are built and maintained through consistently excellent support. As a Service Desk Engineer, you will handle incoming support requests, troubleshoot issues across a range of technologies, and ensure our clients can get on with their work without IT getting in the way.
You will work primarily with Microsoft 365, Windows endpoints managed through Intune, and a variety of line-of-business applications. You will be supported by senior engineers for complex escalations, but we expect you to take ownership of your tickets from start to finish.
This is not a call centre role. You will work with a manageable number of clients, get to know their environments, and build relationships with the people you support. We invest in your development and create clear pathways from service desk to senior engineering, specialisation, or team leadership.
Engineers on the team
Certifications funded
Days annual leave
Structured onboarding
What you will do day to day in this role.
The core responsibilities of this role. This is what your typical week looks like, though no two weeks are exactly the same.
First and second line support
Handle incoming support requests via phone, email, and our service desk platform. Diagnose and resolve issues at first contact wherever possible. Where escalation is needed, provide thorough documentation so the next engineer can pick up without asking the client to repeat themselves.
Microsoft 365 administration
Manage user accounts, mailboxes, distribution groups, and security groups in Microsoft 365 and Azure Active Directory. Handle licence assignments, password resets, MFA configuration, and access management as part of daily operations.
Endpoint management
Support Windows laptops and desktops managed through Microsoft Intune. Assist with device provisioning, application deployment, policy compliance, and troubleshooting. Ensure devices meet our security baseline before they reach end users.
Client communication
Keep clients informed about the status of their tickets with clear, jargon-free updates. Set realistic expectations about resolution timelines. Follow up after resolution to confirm the issue is fully resolved and the client is satisfied.
Documentation
Maintain accurate documentation for client environments, standard operating procedures, and knowledge base articles. Good documentation reduces repeat issues and helps the whole team deliver consistent support.
Monitoring and proactive maintenance
Respond to monitoring alerts for client environments. Perform routine maintenance tasks including patch management, backup verification, and security checks as part of our proactive service delivery.
The skills and experience we are looking for.
The skills, experience, and qualities that will help you succeed in this role. If you meet most of these but not all, we still want to hear from you.
Technical experience
At least one year of experience in an IT support role. You should be comfortable supporting Windows 10/11 environments, Microsoft 365, and common business applications. Experience in an MSP or multi-client environment is a strong advantage.
Microsoft 365 knowledge
Working knowledge of Microsoft 365 administration including Exchange Online, SharePoint, Teams, and Azure AD. You do not need to be an expert, but you should understand the fundamentals and be eager to deepen your skills.
Customer focus
Genuine care about providing good service. You communicate clearly, manage expectations honestly, and take ownership of problems rather than passing them on. You understand that behind every ticket is a person trying to do their job.
Problem solving
A methodical approach to troubleshooting. You isolate variables, test hypotheses, and document your findings. You know when to escalate and you provide useful context when you do.
Communication skills
Ability to explain technical concepts in plain language. Written communication that is clear, professional, and concise. You are comfortable speaking to people at all levels of an organisation.
Team orientation
Willingness to help colleagues, share knowledge, and contribute to a positive team environment. You ask for help when you need it and offer help when you can.
Not essential, but nice to have.
These are not requirements, but they would be a bonus. If you have any of the following, mention it in your application.
Microsoft certifications
MS-900, AZ-900, MD-102, or equivalent. We will support you in gaining these if you do not already have them.
Endpoint management
Experience with Intune, Autopilot, or similar endpoint management platforms used in a business environment.
PSA and RMM tools
Familiarity with platforms such as ConnectWise, Datto, or NinjaRMM from a previous MSP or IT support role.
macOS and mobile support
Experience supporting macOS devices or mobile devices (iOS, Android) in a managed business environment.
Networking fundamentals
Any exposure to networking concepts, firewalls, switches, VPNs, or security tools at a foundational level.
Scripting basics
Familiarity with PowerShell, batch scripting, or any automation tools used to streamline IT support tasks.
What you get when you join Bigfoot.
We believe the best work comes from people who feel supported, challenged, and valued. Here is what you get when you join Bigfoot.
Competitive salary
Based on your experience and skills, with regular reviews to keep pace with your development.
Funded certifications
We will create a personal development plan with you and support you through Microsoft certifications and training.
Modern tools
You will work with current technology, not legacy systems. A well-managed environment from day one.
Career progression
Clear pathways from service desk to senior engineering, specialisation, or team leadership.
Flexible working
Office-based with the option to work from home when it makes sense. We trust our team.
Quality over volume
We measure success by outcomes, not by how many calls you take. A supportive team that values doing things properly.
Interested? Apply for this role today.
Fill out the form and attach your CV. We review every application personally and aim to respond within five working days.
If you have questions before applying, email us at careers@bigfootnetworks.co.uk.
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