Service Desk Engineer - 1st Line
Added 12 Aug · still live
Possible
Sponsorship likelihood
This job is eligible only on a shortage list
Not disclosed
Salary
Not disclosed by employer
£41,700
Going rate
Skilled Worker going rate
This role likely qualifies for a Skilled Worker visa
SOC 3132 (95% match) is an eligible occupation, with a going rate of £41,700, and Infinity Group UK is a licensed sponsor. That is our reading of the rules. Whether they issue a Certificate of Sponsorship is still their call.
Your salary route
New graduate or PhD holder? Pick one of the lower rates.
What each route needs for this job
| Occupation code | New entrant 70% of going rate | STEM PhD 80% of going rate | Relevant PhD 90% of going rate | Standard rate 100% of going rate |
|---|---|---|---|---|
3132 IT user support technicians Most likely code | £33,400 | £33,400 | £37,500 | £41,700 |
We use the lowest threshold across the plausible codes. Likelihood is Possible at most when the pay clears only a lower rate, or only under a less likely code. How the Home Office picks the code
About the role
Hybrid/Tunbridge Wells | Unlimited Holiday | Fix issues fast and keep customers moving.
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
This role exists to keep our customers operational, productive, and confident in their technology.
As the first point of contact, you’re not just logging tickets - you’re solving problems that directly impact a customer’s ability to work, sell, and deliver. Every interaction shapes how customers perceive our service.
You’ll triage, fix, and guide - resolving issues where you can, and making sure anything you can’t is picked up quickly and correctly. Done well, this role reduces downtime, builds trust, and protects long-term customer relationships.
What you'll be doing:
Own The First Response Experience
Infinity Group are a innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 180 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
This role exists to keep our customers operational, productive, and confident in their technology.
As the first point of contact, you’re not just logging tickets - you’re solving problems that directly impact a customer’s ability to work, sell, and deliver. Every interaction shapes how customers perceive our service.
You’ll triage, fix, and guide - resolving issues where you can, and making sure anything you can’t is picked up quickly and correctly. Done well, this role reduces downtime, builds trust, and protects long-term customer relationships.
What you'll be doing:
Own The First Response Experience
- Be the first point of contact and set the tone - clear, calm, and focused on resolution.
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Resolve and restore quickly
On the business:
- Diagnose and fix common issues across devices, applications, and access, reducing downtime wherever possible.
- Make sure every issue is correctly prioritised, categorised, and routed — avoiding delays and misdirection.
- Communicate clearly and consistently so customers always know what’s happening and what to expect.
- Spot patterns, reduce repeat issues, and contribute to knowledge that improves speed and consistency.
- “I can’t access my system and I need to work now”
- “Something’s broken - I don’t know what, but it’s stopping me doing my job”
- Users locked out of accounts or missing access to tools they need
- Devices, apps, or connectivity not working as expected
- Repeat issues that keep coming back with the same users or systems
- Tickets that have bounced or stalled and need clear ownership
- Customers frustrated by slow updates or unclear progress
- Alerts or issues picked up through monitoring that need quick action
- You care about solving the problem, not just closing the ticket
- You communicate in a way that makes things simple for non-technical users
- You stay calm under pressure and prioritise what matters most
- You take ownership - even when something needs to be handed over
- You look for patterns and improvements, not just quick fixes
- You’re naturally reliable - people trust that if it lands with you, it gets handled
On the business:
- You protect customer relationships, reduce service friction, and enable the wider team to operate efficiently.
On customers:
- You keep them productive, reduce frustration, and build confidence in the service they’re paying for.
- You improve ticket quality, reduce escalations, and help create a smoother, more scalable support function.
- Ambitious, but not political
- High standards, but pragmatic
- People who care about doing things properly — not just hitting numbers
- Real ownership of how sales evolves
- Freedom to change things that don’t work
- A team open to being challenged and developed
- Direct access to leadership and influence over direction
- Unlimited annual leave
- Private healthcare, life assurance, company shares
- Electric car scheme
- Flexible / remote working (with access to Tunbridge Wells & Paddington)
- Team and company socials, including Illuminate Awards
This description is the source posting as it read when we added it. We are not affiliated with Infinity Group UK, so check their own site for the current details.
Where this offer sits in the market
IT user support technicians (SOC 3132) · UK · ONS ASHE 2025 · basic pay · ~158k in sampleSOC 3132
- Middle half £29,172–44,044
- Median £35,360
- Going rate £41,700
- Threshold £41,700
Similar sponsored roles
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Browse more sponsored jobs at Infinity Group UKAbout sponsorship for this role
Does this job guarantee visa sponsorship?
Not necessarily. Infinity Group UK holds a sponsor licence, but sponsorship for a specific hire is always the employer's decision. Be upfront in your application that you'll require it.
What salary is needed for this role to be eligible?
The offer must clear both the general threshold and the SOC 3132 going rate of £41,700. New-entrant and shortage discounts can lower it.