SDE Consultant

Roc Technologies; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading IT services provider is looking for an experienced Senior Managed Service Engineer to join their Managed Services team. This role involves acting as a technical authority to deliver high-quality IT services, ensuring platforms are secure and perform optimally. The successful candidate will engage with customers and internal teams to support the complete managed services lifecycle. Key qualifications include strong experience with Windows Server and Microsoft Azure, as well as a deep understanding of networking fundamentals.

Qualifications

• 3-5 years' experience in a 3rd Line Infrastructure or senior technical role.
• Proven ability to engage with senior customer stakeholders.
• Experience with Change, Problem, and Major Incident Management.

Responsibilities

• Act as the final escalation point for complex technical incidents.
• Lead proactive service management activities and improve service health.
• Support the onboarding and transition of Managed Service solutions.
• Collaborate with Account Managers to define technical solutions.
• Build strong relationships with customer technical teams.

Skills

Windows Server technologies

Microsoft Azure

Networking fundamentals

Microsoft Intune

Citrix CVAD

Education

ITIL v4 Foundation certification

Tools

ServiceNow

PowerShell

Veeam

SQL Server

Job description

Senior Managed Service Engineer (SDE) - Remote Based

We are seeking an experienced Senior Managed Service Engineer to join our Managed Services team and play a key role in delivering stable, high-quality IT services to our customers. This senior technical role combines deep infrastructure expertise with proactive service ownership, strong customer engagement, and a focus on continuous improvement.

You will act as a technical authority across multiple customer environments, ensuring platforms are resilient, secure, and performing optimally. Working closely with internal delivery teams, project engineers, account managers, and customer stakeholders, you will support the full lifecycle of managed services from onboarding through to Business-as-Usual operations.

Key Responsibilities

• Act as the final escalation point for complex technical incidents, problems, and change requests, driving issues through to resolution.
• Lead proactive service management activities, identifying trends, resolving recurring issues, and improving service health, performance, and capacity.
• Support the design, onboarding, and transition of Managed Service solutions, ensuring smooth handover from project delivery into BAU.
• Collaborate with Account Managers, Sales teams, and customer stakeholders to define technical solutions, transition plans, and service enhancements.
• Build strong relationships with customer technical teams while maintaining accurate documentation, diagrams, and operational processes.

Technical Skills & Experience

• Strong experience with Windows Server technologies including Active Directory, DNS, DHCP, and Group Policy.
• Hands-on experience with Microsoft Azure, including Azure AD, security, policy, storage, recovery, and billing.
• Experience supporting Microsoft Intune, virtualization platforms (VMware, Nutanix, Hyper-V, Azure Virtualization), Citrix CVAD, and Veeam or similar backup technologies.
• Solid understanding of networking fundamentals (switching, routing, VLANs), with working knowledge of Linux, Citrix NetScaler, and ITSM tools such as ServiceNow.
• Desirable experience includes firewall and switch configuration, PowerShell or automation, basic SQL Server administration, and familiarity with Cyber Essentials or ISO 27001.

Experience & Qualifications

• 3-5 years' experience in a 3rd Line Infrastructure or senior technical role within a Managed Services environment.
• Proven ability to engage with senior customer stakeholders and internal leadership.
• Experience with Change, Problem, and Major Incident Management is desirable.
• ITIL v4 Foundation certification and BPSS or SC Clearance are advantageous but not essential.