Graduate IT Helpdesk Engineer

We are seeking a motivated Graduate or junior IT professional with 1–2 years’ experience in a similar helpdesk or customer service type role to join our Managed Services team. This role is ideal for someone looking to build strong foundations across Microsoft cloud technologies while delivering high-quality 1st and 2nd line support to a diverse client base. The successful candidate will act as a first point of contact for customer support issues, resolving incidents and service requests remotely, escalating where appropriate, and contributing to a proactive, customer-focused managed services operation.

Responsibilities

• Act as the first point of contact for IT support requests via phone, email, and ticketing system;
• Log, categorise, prioritise, and manage incidents and service requests in line with SLAs;
• Provide first-time resolution where possible, ensuring clear communication with end users;
• Perform user onboarding and offboarding tasks (accounts, licences, devices);
• Troubleshoot and resolve escalated issues relating to Microsoft Entra ID (Azure Active Directory), Microsoft 365 services (Exchange Online, SharePoint, Teams, OneDrive), and Device management via Microsoft Intune & RMM solution;
• Support user, group, and licence administration across Microsoft 365 and Azure;
• Assist with endpoint configuration, compliance policies, and security baselines;
• Escalate complex issues to senior engineers or third parties where required;
• Maintain accurate ticket notes, documentation, and client records;
• Contribute to internal knowledge base articles and standard operating procedures;
• Assist with proactive maintenance tasks, patching, and monitoring activities;
• Deliver a consistently high standard of customer service aligned to managed service best practices.

Requirements - Essential

• Graduate-level qualification in IT, Computing, or a related discipline (or equivalent experience);
• 1-2 years’ experience in a helpdesk or customer-facing role;
• Some hands-on experience with Microsoft Entra ID – creating users, groups, access management, Microsoft 365 administration – user provisioning and service provisioning e.g. Exchange Online, Microsoft Teams, SharePoint Online, etc Microsoft Azure fundamentals, and Microsoft Intune – device enrolment and basic policy management;
• Strong troubleshooting skills across Windows 11 environments;
• Excellent customer service and communication skills (written and verbal);
• Ability to prioritise workload and manage multiple tickets concurrently.

Requirements - Desired

• Previous experience working within an IT Managed Services Provider (MSP) environment;
• Familiarity with ITIL-based service delivery concepts;
• Exposure to securing Microsoft Cloud environments using technologies like Microsoft Defender or features such as Entra Conditional Access;
• Awareness of basic networking concepts (DNS, DHCP, TCP/IP);
• Relevant Microsoft certifications or active interest in achieving them.

Benefits

At Endeavour we pride ourselves on:

• Having achieved a high level of technical accreditation and certification with world leading organisations including Microsoft;
• Having clear career progression for all staff, with detailed promotion paths for all grades and six-monthly reviews;
• Investing in industry-leading qualifications for staff, through paid study leave and exam fees, and bonuses on completion;
• Our commitment to diversity, equality and inclusion;
• Having a quick recruitment process with structured interview and technical test formats;
• Providing unlimited access to computer-based training and other technical resources;
• Employee benefits including enhanced occupational sick pay, health benefits, Employee Assistance Programme, life assurance, retirement benefits, 33 days paid leave (increasing based on length of service) as well as birthday day off, quarterly social events, free tea, coffee and biscuits every day with something tastier on Fridays!