Experienced 1st Line Service Desk & Field Technician
Location: Chorleywood, Hertfordshire (WD3 5LD)
Role type: Full time, permanent
Working pattern: Office-based with occasional local client site visits
Reports to: Service Desk Lead / Operations Manager
About Maxnett
Established in 2002, Maxnett is a mature, well-established small UK MSP, delivering end-to-end IT support, with a strong focus on Microsoft 365, modern workplace technologies and reliable outsourced IT for SMB clients. We pride ourselves on personable, high‑quality support, excellent client relationships and a commitment to developing our team internally.
Role Summary
We are looking for an experienced 1st Line Service Desk Technician who can hit the ground running in a fast-paced MSP environment. Your team is the first point of contact for our clients, you’ll be confidently handling a wide range of day‑to‑day issues, delivering excellent customer service and escalating effectively when required.
Alongside service desk responsibilities, you will act as a Field Technician, assisting with local on-site technical work.
Candidates must live within a 45‑minute commute of our office in Chorleywood (WD3 5LD).
This is a perfect role for someone who is strong at 1st line work but wants structured progression toward 2nd Line, Field Engineer or Microsoft 365 specialist roles.
Key Responsibilities
Service Desk (Primary Focus)
- Provide confident, knowledgeable 1st line support via phone, email and ticketing system.
- Troubleshoot and resolve common issues with:
- Windows 11
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Endpoint issues, printers, hardware/peripheral problems
- Connectivity issues including IP/DNS/DHCP basics
- A range of other SAAS applications across various industry sectors
- Log, triage and update tickets with clear notes and diagnostic steps.
- Perform user onboarding/offboarding and routine M365 admin tasks.
- Escalate to higher tiers when needed, with detailed technical notes.
- Improve internal documentation and contribute to process refinement.
Field Technician Duties
- Assist in the planning, deployment and configuration of:
- Access points, switches and gateways
- Help with onsite troubleshooting, equipment swaps, office setups, cabling coordination and customer rollout activities.
- Ensure all site work follows best practices for safety, documentation, device labelling and handover.
Required Skills & Experience
- Previous 1st line IT support experience, ideally with a UK MSP.
- Strong troubleshooting of desktop OS, Microsoft 365 services and networking fundamentals.
- Understanding of identity concepts (Microsoft Entra ID / Azure AD), MFA and common access issues.
- Confident working independently as first point of contact for clients.
- Full UK right to work.
- Ability to commute to WD3 5LD in under 45 minutes.
- Clear communication skills and a customer-first attitude.
Desirable Skills / Qualifications
- Experience with UniFi networking equipment.
- Familiarity with RMM tools such as Syncro, NinjaOne, Datto, or N-able.
- Intune/Endpoint Manager familiarity (device compliance, app deployment, policies).
- PowerShell for basic admin tasks.
- Any related certifications (A+, Network+, MS‑900, SC‑900, etc.).
Training & Progression
Although this is an experienced 1st Line role, Maxnett is committed to developing every technician. You will receive:
Training Opportunities
- Microsoft 365 administrator training
- UniFi Network/Protect/Access training
- Intune/Endpoint Manager upskilling
- Shadowing senior field engineers
- Access to certification resources
- Exam study leave
Clear Progression Pathway
We offer a structured route tailored to your strengths, e.g.:
- 1st Line Technician → 2nd Line Technician → Senior Engineer
- 1st Line Technician → Field Engineer (UniFi/M365 hybrid)
- 1st Line Technician → Microsoft 365 & Intune Specialist
Progression is reviewed regularly with achievable milestones.
Working Conditions
- Office-based with occasional local site visits.
- Occasional early/late shifts for planned installation windows.
- Driving licence advantageous.
- Ability to lift equipment and use ladders where safe and required.
What We Offer
- Competitive salary (£28 – £40k depending on experience)
- Very friendly, supportive small-team environment
- Significant training and progression opportunities
- Exposure to a very wide range of SMB environments and technologies
- Growing MSP with room to shape your career
- Free Lunch Fridays
- Additional Day Off for your Birthday
…