Senior IT Service Desk Engineer — Lead Troubleshooter

AllPoints Fibre Networks; Reading; On-site; GBP 38,000 - 48,000; Full time

Benefits offered by this job

wellbeing package

Bupa private medical insurance

income protection

group life insurance

health plan for eye care

massage support

30 days annual leave

enhanced leave plans

financial wellbeing benefits

employer contributory pension

cashback and vouchers

Job summary

AllPoints Fibre Networks is seeking a Senior Service Desk Engineer to be based in Reading. You will provide advanced technical support, escalate complex issues, and ensure incidents are resolved within SLAs while guiding the Service Desk team.

You will work with 3rd line engineers and mentor colleagues, performing in-depth troubleshooting of Microsoft 365, Intune, Windows and macOS, and promoting ITIL practices to improve service performance and compliance.

Qualifications

• Proficient in Microsoft 365 and Intune administration.
• Experience with Service Desk tools and ITIL-aligned processes.
• Strong knowledge of Windows and macOS operating systems.
• Experience with application deployment and lifecycle management.
• Solid understanding of networking principles and security concepts.
• Excellent communication and stakeholder management skills.

Responsibilities

• Manage escalated incidents and service requests within SLAs.
• Collaborate with 3rd line engineers to resolve complex issues.
• Act as a primary contact for customer inquiries with professional communication.
• Provide guidance and mentoring to Service Desk colleagues.
• Perform advanced troubleshooting across hardware, software, OS, and network issues.
• Identify trends and implement preventative improvements.
• Maintain documentation of incidents, resolutions, and best practices.
• Support and administer Microsoft 365, Intune, Windows, and macOS environments.
• Promote ITIL practices and compliance with policies.

Skills

Microsoft 365

Intune

Windows

macOS

Service Desk technologies

ITIL service management

Networking concepts

Communication

Education

Bachelor's degree in IT or related field

ITIL Foundation certification

Tools

Jamf Pro

AWS

Job description

AllPoints Fibre Networks is seeking a Senior Service Desk Engineer to be based in Reading. You will provide advanced technical support, escalate complex issues, and ensure incidents are resolved within SLAs while guiding the Service Desk team.

You will work with 3rd line engineers and mentor colleagues, performing in-depth troubleshooting of Microsoft 365, Intune, Windows and macOS, and promoting ITIL practices to improve service performance and compliance.