Senior 3rd Line Service Desk Engineer – Incident Leader

Hbp Systems Ltd; Scunthorpe; On-site; GBP 45,000 - 65,000; Full time

Job summary

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) in Scunthorpe to own and resolve high-priority escalations, lead investigations, and coordinate across Microsoft, networking and cloud technologies. You will travel to customer sites and act as the senior technical contact during major incidents.

The role demands strong troubleshooting and communication skills, with a track record in business-critical environments and a willingness to travel as needed.

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

Leadership

Communication

Stakeholder management

Troubleshooting

Problem solving

Tools

Microsoft 365

Windows Server

Active Directory & Entra ID

Microsoft Azure

Networking

VMware / Hyper-V

Storage technologies

Endpoint Management

Backup & Disaster Recovery

Security technologies

Job description

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) in Scunthorpe to own and resolve high-priority escalations, lead investigations, and coordinate across Microsoft, networking and cloud technologies. You will travel to customer sites and act as the senior technical contact during major incidents.

The role demands strong troubleshooting and communication skills, with a track record in business-critical environments and a willingness to travel as needed.