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About the Role

We are seeking a proactive, customer-focused IT professional to join our Service Desk team, providing high-quality support and ensuring excellent client satisfaction in Stevenage.

Responsibilities

• Provide 1st & 2nd line support for software and hardware incidents and service requests via phone, email, and self-service tickets.
• Log incidents and requests accurately into an ITSM tool with a high first-time fix rate.
• Install hardware & software and provide support for mobile devices.
• Collaborate with other teams for incidents and service requests requiring cross-functional activities.
• Compile diagnostic information fully before any escalation.
• Document resolutions in the Knowledgebase and update service documentation.
• Identify opportunities for service improvement.
• Provide support for project delivery.
• Adhere to ITIL standards.

Requirements

• Proven experience in an IT support role (in-house or MSP).
• Strong verbal and written communication skills.
• Excellent troubleshooting skills for software and hardware, with the ability to explain technical issues to non-technical audiences.
• Experience supporting Windows OS (10 & 11) and Microsoft Office 365.
• Proactive and adaptable approach to learning new technologies.
• Track record of delivering high customer satisfaction and service improvements.
• Experience with Office 365, PowerShell, Azure, Windows Defender, Microsoft Intune.
• Knowledge of networking devices (routers, printers, laptops, firewalls, switches).
• Experience working with an IT service management tool.
• A positive and solution-oriented mindset.
• Strong analytical and problem-solving skills.
• Ability to work independently and take initiative.
• Strong teamwork and collaboration skills.
• Ability to work effectively under pressure to meet SLAs.
• High attention to detail and adherence to processes and procedures.

Skills

• Windows OS (10 & 11)
• Microsoft Office 365
• Office 365
• PowerShell
• Azure
• Windows Defender
• Microsoft Intune
• Networking devices (routers, printers, laptops, firewalls, switches)
• IT service management tool

Location

• Stevenage area
• Onsite

Work Type

• Onsite
• Minimum 3 days onsite

Experience Level

• 2nd Line Support Engineer
• Field Engineer

Education Level

• Microsoft certifications (MCSE/MCSA/MCPs)

Benefits

• Appropriate, modern technology to support role fulfilment.
• Significant focus on Learning + Development, including training courses, seminars, and social events in London.
• Supportive, ambitious, and entrepreneurial culture.
• Freedom to drive ideas, take ownership, and make a real impact.
• Two paid leave days per year to volunteer for causes.
• Private healthcare.
• Employee Assistance Programme (EAP) for mental health and wellbeing.
• Monthly WFH allowance.
• Life Assurance: 5x annual salary.
• Cycle-to-work scheme.
• Catered quarterly & annual social events.
• Travel and accommodation allowance.

About the Company

• Core is a high-growth Microsoft Managed Services Provider (MSP) delivering modern technology solutions across Azure, Microsoft 365, Security, and Modern Workplace.
• We specialise in providing a wide range of services, solutions and software to optimise our clients’ Microsoft investments.
• Our customers trust us to help them unlock productivity, reduce risk, and transform their businesses through technology.
• We live by our CORE values: Customers first, One Core, Responsive, and Expertise.