Senior Service Desk Engineer

Senior Service Desk Engineer / 3rd Line Support Engineer
Location: West Sussex
Salary: £38,000-£42,000 depending on experience
Hybrid: Up to 2 days working from home
Industry: Managed IT Services / MSP

We're working with an established and growing Managed Service Provider looking to add a highly technical Senior Service Desk Engineer to its team.

This is predominantly an office-based, remote support position, sitting at the senior end of the service desk. You'll take ownership of more complex technical issues, support customers across a variety of IT environments and act as a senior technical presence within the wider support team.

There will also be occasional customer site visits where issues require hands-on support.

The role
You'll be responsible for:

* Taking ownership of complex escalations from the service desk
* Troubleshooting and resolving advanced infrastructure, cloud and networking issues
* Providing remote technical support across a varied customer base
* Working across Microsoft 365, Windows Server and cloud environments
* Supporting networking, security, backup and virtualisation technologies
* Working closely with other engineers to resolve complex incidents
* Communicating directly with customers throughout the support process
* Occasionally attending customer sites for technical support or project-related work
* Maintaining clear technical documentation and ticket updates
* Helping ensure customers receive a high-quality service, not simply a technical fix
* What we're looking for

Technical ability is important here, but this isn't a role for someone who wants to disappear into the technical work and avoid customers.

We're looking for someone who combines strong technical knowledge with excellent communication and interpersonal skills.

You'll ideally have strong experience across technologies such as:

* Microsoft 365
* Exchange Online
* Entra ID / Azure AD
* Windows Server
* Active Directory
* Networking, including DNS, DHCP, VLANs and VPNs
* Virtualisation
* Backup and disaster recovery
* Endpoint security and MFA
* Microsoft Intune / endpoint management
* Azure environments

Experience within an MSP or managed services environment would be particularly valuable.

About you

You'll be:

Technically strong and confident handling senior-level escalations
Comfortable taking ownership of difficult technical issues
Able to explain technical problems clearly to non-technical customers
Patient, personable and genuinely customer focused
Someone who works well as part of a team
Organised and comfortable managing multiple priorities
Calm and professional when dealing with challenging situations

The successful person needs to understand that great IT support is as much about understanding the customer as it is about solving the technical problem.

Package

* Circa £38,000-£42,000, dependent on experience
* Up to 2 days working from home following successful probation
* Predominantly office-based with occasional customer site visits
* Opportunity to work across a broad range of technologies and customer environments
* Scope to take ownership of complex technical work within an established MSP

If you're an experienced 3rd Line / Senior IT Support Engineer looking for a position where you can remain hands-on technically while taking on greater responsibility, I'd be keen to speak with you.