Infinity Group UK
Service Desk Engineer - 1st Line
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Service Desk Engineer - 1st Line
Remote Hybrid | Tunbridge Wells/Paddington
Unlimited Holiday Cloud Support Specialist
Who We Are
Infinity Group is a forward-thinking Microsoft Cloud Solution Partner specialising in award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy. With a team of 180+ professionals across Tunbridge Wells and London Paddington, we’re recognised as Microsoft Partner of the Year for Dynamics Business Central.
We focus on making Microsoft Dynamics 365, Microsoft 365, and Azure secure and productive for businesses—guided by values of empathy, creativity, ambition, authenticity, and courage. We invest in unlimited training and career growth, fostering a culture where innovation thrives.
The Role: Your Leadership in First-Level Resolution
As our Cloud Support Specialist, you’re the first response expert—not just a ticket logger but a problem-solver who keeps customers operational, reduces downtime, and safeguards their trust. Every interaction you have can instantly improve a user’s day, cutting frustration and strengthening relationships.
Your mission:
Own Every Moment That Matters
Fix issues fast, put customers first, and turn chaos into clarity.
What You’ll Do (The Impact You’ll Have)
- Be the face of Infinity in every query – Assume ownership, handle high-pressure moments with composure, and ensure every customer walks away proud of the service.
- Diagnose and resolve quickly – Tackle a wide range of technical issues:
- Device/access failures (“Why can’t I log in now?”)
- "Can you fix X immediately?" – Prioritise urgency with surgical precision
- Accounts locked, permissions missing, or critical tools blocked – Restore access in mins
- Frustration about slow resolutions – Kilter your tone to neutralise discontent
- Monitoring alerts – Alerts wait for no one; escalate or fix with precision
- Advise, don’t over-analyse – Provide clear fixes for non-technical users so they’re empowered, not dependent.
- Protect against repeat issues – Spot patterns and train others on best fixes before systemic bugs escalate.
- Deliver transparency to customers – Keep them informed at every step—no secrets, just progress updates.
- Streamline efficiency – Suggest processes to reduce future escalations, cutting delays universally.
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What Issues Will You Take on (The Day-to-Day Challenges)
| User Problem | Your Response |
|---|---|
| “The system’s broken—now!” | Fast triage, immediate recovery plan |
| “I can’t do my job right now” | Guaranteed next steps (sprint/time estimate) |
| Users logged out from sensitive apps | Single-click fix or zero-TTL escalation |
| Recurrent errors | 5-minute fixes. (Not loss-leading blames) |
| Stalled tickets | Clear podium handoffs (no messy handovers) |
| *"Why isn’t this working faster?"* | Admitting delays proactively with fixes in progress |
What Makes This Job Special
We don’t reward just closing tickets—we want problem solvers whose reputation is customer-first. Here’s your potential until:
-✅ When fixes come before forms – No over-complicating—focus on immediate relief. -✅ If you’re unclear, you’re ahead – Ask the right questions to resolve ambiguities. -✅ Communicate like a human – Translate tech speak so non-specialists just get it. -✅ Resolve, own, adapt – No dodgy confidence (“I’ll check with IT”), just results. -✅ See pain points as product ideas – Don’t be rx-for-30-pills (“Report it to QA”), suggest solutions. -✅ Earn the trust to escalate later – Deliver peace of mind in the moment.
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Your Achievements = Their Resilience
Your role impacts core business priorities ✔ Customer rev الروس right by your impact – Know frustration fleets when they don’t. ✔ Empowers 5+ operations – Your fixes scale through knowledge documents. ✔ Lowers bills & revenue loss – Every unplanned downtime saved multiplies cost Auftrag.
Why This Team (Why Not Another Job?)
Culture is extremely different — no BS. This isn’t Big IT: We say what works without tech hsuch.
- Less chaos drama – Expect transparency, not gatekeeping.
- Knowledge problem through quality – Daily discussions with technologically astute engineers.
- Grow without hierarchy – Marshals are cheerleaders, not gatekeepers; leadership listens.
- Real ownership – Not ”That’s not in my job,” but „So until the answer is:* asks and drives.
What We Bring to Your Life (The Perks)
🔹 Unlimited PTO – (Yes. Truly.) 🔹 Private Healthcare & Group Life Assurance – Protect their progressive body 🔹 Electric Vehicle Scheme – Imagine charging business electricity for free. 🔹 Hybrid (free choice) – Desk in Tunbridge Wells or London Paddington but take work from your couch. 🔹 Training – Quality online courses paid for—no scans after year 1!. 🔹 Illuminate Awards – We ceremonially obelisk your wins (then obsess over celebratory cakes)
Are You a Problem Solver? Tell Us About Yourself
If you’d rather be the face-to-problem, not the record-keeper of frustrations, and want dignitary impact, read on.
Ready? Apply here linked [NOW link].
(We’re already impressed.)
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Jessica, London
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