Service Desk Engineer

About the role

CarTrawler is looking for a Service Desk Engineer to be the first point of contact for internal users. You will deliver Tier‑1 and Tier‑2 support across endpoints, identity management and collaboration tools, helping to create a seamless digital employee experience.

Key responsibilities

• Provide first‑line support via phone, chat, email and remote sessions.
• Diagnose and resolve issues with Windows 11, macOS, mobile devices, AV and peripherals.
• Run conference meetings and Townhalls, supporting AV and collaboration technology.
• Manage user lifecycle tasks in Entra ID, Microsoft 365 and third‑party platforms.
• Provision and manage devices using Intune and Jamf.
• Log, update and resolve tickets within SLA targets.
• Maintain documentation, runbooks and knowledge‑base articles.
• Support IT rollouts, pilots and device refresh programmes.
• Assist security initiatives and low‑risk change processes.
• Analyse support trends, identify recurring issues and recommend improvements.
• Collaborate with Infrastructure and Security teams on projects.
• Adopt AI‑assisted workplace technologies and automation tools.

Required profile

• Relevant third‑level qualification in IT or equivalent practical experience.
• 2+ years in IT support, preferably in hybrid/remote environments.
• Experience with Windows 11 and macOS.
• Hands‑on experience with identity and device management platforms.
• Familiarity with AV, conferencing and modern workplace collaboration tools.
• Strong knowledge of PC hardware and software troubleshooting.
• Proficiency in Microsoft Office / Microsoft 365.
• Basic networking knowledge (TCP/IP, DNS, routing).
• Exposure to PowerShell scripting and automation concepts.
• ITIL Foundation, CompTIA or Microsoft Fundamentals are desirable.

Required skills

• Entra ID (Azure AD)
• Microsoft 365
• Intune
• Jamf
• Windows 11
• macOS
• AV and conferencing technologies
• Ticketing systems
• PC hardware/software troubleshooting
• Microsoft Office
• Microsoft Copilot (AI‑assisted productivity)
• TCP/IP, DNS, routing
• PowerShell
• Salesforce (advantageous)