Service Desk Engineer

Service Desk Engineer

Work Model: Remote
Salary: £40k - £45k (Depending on experience to date)
Time/Shifts: Between Monday to Friday OR Saturday to Monday

About the Role

A great opportunity for an experienced, customer-focused Senior Service Desk Engineer to join a growing MSP supporting a mix of on-premises and Azure customer environments.

As Senior Service Desk Engineer, you'll need a genuine passion for problem-solving and a customer-first mindset, comfortable balancing hands-on troubleshooting with longer-term project and delivery work. This is a varied role - some days you'll be deep in a live incident, others you'll be documenting fixes or helping plan a customer deployment.

You'll act as a key point of contact on the service desk, handling critical tickets, escalations and change requests. Strong written and verbal communication is essential, along with a collaborative approach - you'll be working closely with the wider support team and helping strengthen relationships with customers.

Key Responsibilities

Reporting to the Service Desk Manager, as part of a four-person engineering team, the Senior Service Desk Engineer will:

• Act as technical point of contact for incidents and service requests
• Own major incidents end-to-end across Azure and on-prem infrastructure, from triage through resolution and post-incident review
• Investigate root causes of recurring or high impact issues and deliver permanent fixes, not workarounds
• Review and implement customer environment changes, including acting as technical reviewer for changes raised by colleagues
• Maintain documentation, runbooks and knowledge base articles to cut down repeat escalations and upskill the team
• Spot opportunities to expand services for customers and flag these to account management, a key part of the Senior Service Desk Engineer's remit

Required for the Senior Service Desk Engineer role:

• Microsoft AZ-104 certification
• VMware Certified Professional is desirable
• 4+ years' experience in a similar role
• Extensive experience in Azure, VMware, Active Directory, Exchange, Intune, Conditional Access, and Storage/SAN

We're excited to hear from candidates ready to step into this Senior Service Desk Engineer position - if you're a driven Senior Service Desk Engineer looking for your next challenge with a growing MSP, we'd love to hear from you.

Apply now to become our next Senior Service Desk Engineer!