Hybrid Senior Service Desk Engineer — Career Growth

SER Limited; England; Hybrid; GBP 38,000 - 43,000; Full time

Benefits offered by this job

Access to certifications

Professional development

Career progression

Supportive team

Job summary

SER Limited in West Sussex is seeking a Senior Service Desk Engineer to take ownership of technical issues, troubleshoot complex problems and support customers as part of a growing IT services team. This role offers hybrid working after probation, a salary of £37,500–£42,500, and opportunities to pursue industry certifications while shaping service delivery and contributing to client success.

You will work across Microsoft technologies, manage incidents with SLA targets, and collaborate with

Qualifications

• Experience in IT support or service desk environments, ideally within an MSP.
• Strong troubleshooting across Microsoft technologies and IT infrastructure.
• Experience handling escalated technical issues and mentoring junior engineers.
• Good understanding of networking, servers, Microsoft 365 and cloud technologies.
• Excellent communication skills and a customer-focused approach.

Responsibilities

• Provide 2nd and 3rd line technical support across a range of IT environments.
• Diagnose and resolve complex hardware, software, networking and infrastructure issues.
• Act as an escalation point for junior engineers and assist with technical troubleshooting.
• Support Microsoft technologies, including Microsoft 365, Windows Server and Azure.
• Manage incidents and service requests, ensuring they are resolved within agreed SLAs.
• Maintain accurate documentation of incidents, solutions and technical processes.
• Deliver excellent customer service and build strong relationships with clients.
• Identify opportunities to improve processes, systems and service delivery.

Skills

Troubleshooting

Microsoft 365

Networking

Cloud technologies

Customer service

Escalation handling

Job description

SER Limited in West Sussex is seeking a Senior Service Desk Engineer to take ownership of technical issues, troubleshoot complex problems and support customers as part of a growing IT services team. This role offers hybrid working after probation, a salary of £37,500–£42,500, and opportunities to pursue industry certifications while shaping service delivery and contributing to client success.

You will work across Microsoft technologies, manage incidents with SLA targets, and collaborate with