Senior Service Desk Engineer

Overview

Join a rapidly growing Managed Service Provider (MSP) that is committed to investing in its people, offering continuous development, strong leadership, and exposure to a diverse range of technologies. This is an exciting opportunity for an experienced IT professional who is ready to take the next step in their career. You ll act as a senior technical escalation point, supporting complex customer environments while mentoring junior engineers and helping to drive service excellence across the support team.

• Provide advanced 2nd/3rd line technical support across a diverse client base
• Act as an escalation point for complex technical issues and major incidents
• Manage, prioritise, and take ownership of support tickets, ensuring SLA targets are consistently met
• Troubleshoot and resolve infrastructure, network, cloud, and end-user issues both remotely and on-site
• Mentor and support junior engineers, sharing technical knowledge and best practices
• Assist the Service Desk Manager in maintaining service quality, processes, and operational efficiency
• Contribute to technical documentation, knowledge base articles, and process improvements
• Liaise with vendors and third-party suppliers to resolve technical issues and manage escalations
• Build and maintain strong customer relationships through excellent communication and service delivery
• Participate in project work, migrations, and technology deployments where required

• Proven experience in a Senior 2nd Line, 3rd Line, or technical escalation role, ideally within an MSP or VAR environment
• Strong troubleshooting skills across Microsoft technologies, networking, and cloud platforms
• Experience supporting Microsoft 365, Windows Server, Active Directory, Azure, Intune, and virtualisation technologies
• Ability to manage multiple priorities and work effectively in a fast-paced environment
• Experience mentoring or supporting junior team members
• Strong customer-facing and stakeholder management skills
• Excellent communication, documentation, and problem-solving abilities
• A proactive mindset with a passion for delivering exceptional customer service
• Microsoft certifications (MS-900, MS-102, AZ-900, AZ-104, or equivalent)
• Experience with RMM, PSA, and ticketing platforms
• Knowledge of cyber security best practices and modern endpoint management
• Previous involvement in IT projects, migrations, or service improvement initiatives

• Competitive salary and benefits package
• Clear progression path towards Team Lead, Service Desk Manager, or Technical Consultant roles
• Ongoing training, certifications, and professional development
• Exposure to a wide range of modern technologies and customer environments
• Opportunity to mentor and influence the development of the service desk function
• Supportive leadership within an award-winning and growing MSP
• A collaborative culture that values initiative, innovation, and career growth