Senior 3rd-Line Service Desk Engineer (Field)

The HBP Group; Scunthorpe; On-site; GBP 42,000 - 55,000; Full time

Job summary

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) within the IT Service Desk Team. This full‑time, permanent role focuses on owning high‑priority escalations, leading investigations across Microsoft, networking and virtualization, and coordinating across delivery teams to deliver reliable outcomes for customers.

You will travel to customer sites as needed and communicate complex technical details clearly to non‑technical stakeholders, upholding an exceptional customer experience.

Qualifications

• 3+ years in a senior technical support or infrastructure role.
• Experience supporting business‑critical environments.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and stakeholder management.
• Ability to prioritise multiple complex issues simultaneously.
• Full UK driving licence and willingness to travel to customer sites.

Responsibilities

• Own and resolve high-priority technical escalations from start to finish.
• Act as the senior technical contact during major customer incidents.
• Travel to customer sites when hands‑on expertise is needed.
• Lead investigations across Microsoft, networking, cloud and infrastructure technologies.
• Work closely with Project Delivery, Service Delivery, Technical Services and third‑party vendors.
• Communicate confidently with customers, translating technical complexity into clear, reassuring updates.
• Identify root causes—not just quick fixes—and drive continual service improvement.
• Help improve standards, documentation and processes across the business.

Skills

Senior troubleshooting

Customer-facing

Incident management

Stakeholder communication

Driving licence

Tools

Microsoft 365

Windows Server

Active Directory

Networking

VMware/Hyper‑V

Storage

Backup & DR

Security technologies

Job description

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) within the IT Service Desk Team. This full‑time, permanent role focuses on owning high‑priority escalations, leading investigations across Microsoft, networking and virtualization, and coordinating across delivery teams to deliver reliable outcomes for customers.

You will travel to customer sites as needed and communicate complex technical details clearly to non‑technical stakeholders, upholding an exceptional customer experience.