Senior IT Service Desk Engineer | Hybrid & Certification

Ser-; Horsham; Hybrid; GBP 38,000 - 43,000; Full time

Benefits offered by this job

Hybrid working after probation

Career development opportunities

Access to certifications

Job summary

Ser- in West Sussex is seeking a Senior Service Desk Engineer to join our IT services team. You will provide 2nd/3rd line support, troubleshoot complex issues and mentor junior engineers, ensuring high-quality service and strong client relationships.

You’ll work across Microsoft 365, Windows Server and Azure, with hybrid working after probation and a Monday-Friday pattern. This role offers hands-on technical growth and the chance to shape service delivery.

Qualifications

• Experience in IT support or service desk, ideally MSP.
• Strong troubleshooting across Microsoft technologies and IT infrastructure.
• Experience handling escalated issues and mentoring junior engineers.
• Good understanding of networking, servers, Microsoft 365 and cloud tech.
• Excellent communication and customer-focused approach.
• Proactive with a desire to learn and develop technically.

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 troubleshooting.
• Support Microsoft technologies, including Microsoft 365, Windows Server and Azure.
• Manage incidents and service requests, ensuring they are resolved within 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 technologies

Networking

Servers

Cloud technologies

Customer focus

Communication skills

Escalation handling

Tools

Microsoft 365

Windows Server

Azure

Job description

Ser- in West Sussex is seeking a Senior Service Desk Engineer to join our IT services team. You will provide 2nd/3rd line support, troubleshoot complex issues and mentor junior engineers, ensuring high-quality service and strong client relationships.

You’ll work across Microsoft 365, Windows Server and Azure, with hybrid working after probation and a Monday-Friday pattern. This role offers hands-on technical growth and the chance to shape service delivery.