Senior Service Desk Engineer
hace 6 días
Bishop's Stortford
Senior Service Desk Engineer £40,000 - £50,000 / year An exciting opportunity to join one of the most progressive IT companies in the UK, that is revolutionising the way technology companies work. As a leading UK MSP, the technical standards achieved across all roles and levels are very high, so this is a fantastic environment to work in, whether you are at entry level, or a senior engineer looking for a more challenging role. With its head office based in Bishops Stortford, my client are a fast-growing Technology Solutions provider, with clients all over the UK, offering a wide range of professional Managed IT & Technology Solutions. As a Senior Engineer at our client, you will act as the highest escalation point within the Service Desk - trusted to resolve the most complex and business-critical issues, provide technical leadership across the business and uphold the exceptionally high technical standards the client is known for. This role is suited to an experienced MSP professional who thrives on problem-solving, ownership, and delivering an outstanding customer experience. Key Responsibilities • Act as the highest technical escalation point within the Service Desk, resolving complex and non-standard issues that cannot be resolved by lower technical tiers, • Act as a key technical authority for Change Requests and Technical Validations, ensuring all changes meet our technical standards, are appropriately risk-assessed, and are fit for purpose before implementation, • Take ownership of major incidents, driving investigation, resolution, communication and root-cause analysis to a high professional standard, • Provide technical guidance, mentoring, and support to all levels of the service desk, • Maintain exceptional customer service standards, particularly in high-pressure or business-critical situations, • Identify recurring issues and contribute to problem management, root cause analysis, and long-term fixes, • Contribute to the improvement of processes, documentation, standards, and technical quality across the Service Desk, • Represent good values, professionalism, and technical excellence in all client interactions The Person • Significant experience working in a Senior IT Support or Senior Service Desk Engineer role within an MSP environment, • Proven ability to diagnose and resolve complex technical issues across a broad technology stack, • Calm, logical, and methodical under pressure, with strong troubleshooting instincts, • Confident making technical decisions and taking ownership of outcomes, • Excellent communicator, able to explain complex technical issues clearly tailored to both technical and non-technical audiences, • Approachable, supportive, and collaborative - someone others naturally escalate to and trust, • Passionate about technology and continuously developing technical knowledge Skills, Knowledge & Expertise Senior Engineers are expected to operate confidently across a wide range of technologies, typically including: • Networking - VLANs, DNS, DHCP, LAG, STP, • Firewalling - NAT, ACL, HA, VRRP, VPN, routing, routed subnetting, • Servers - Windows Server, Linux, Active Directory, Group Policy, RDS, • Microsoft 365 - Advanced administration across Exchange, Teams, SharePoint, and licensing, • Azure - Strong experience with Azure portal, tenant configuration, migrations, NSG, VMs, and cost management, • Endpoint Manager (Intune) - MDM, MAM, compliance policies, device configuration, • Workstations - Windows 10/11, Office 365, printing, user environments, • Telephony & Connectivity - SIP, PBX systems, leased lines, xDSL, RO2, • Web Hosting & Linux - Domain management, cPanel, Linux administration, • WiFi - Wireless network optimisation, 802.x, analytics, reporting Depth of knowledge is expected in multiple areas, with the ability to lead investigations rather than follow runbooks. Diversity & Inclusion We warmly welcomes applications from individuals who represent diversity, equity, and inclusion (DEI) in all its forms.
