Job Description
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.
