Senior Service Desk Engineer
ITVET
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Benefits offered by this job
Job summary
ITVET in Bishops Stortford is seeking a Senior Service Desk Engineer to act as the highest escalation point within the Service Desk, resolving complex issues and providing technical leadership. As part of a fast-growing UK MSP, you will own major incidents, mentor colleagues, and uphold ITVET’s high technical standards while delivering outstanding customer service.
Strong knowledge across Windows Server, AD, Microsoft 365, and Azure is ideal.
Qualifications
- Experience operating as a senior engineer in an MSP or similar environment.
- Ability to lead complex investigations and drive incidents to resolution.
- Strong knowledge of Windows/Linux, AD, M365, Azure and networking basics.
Responsibilities
- Act as the highest technical escalation point within the Service Desk.
- Lead investigations and root cause analysis for major incidents.
- Provide mentoring and technical guidance to service desk staff.
- Maintain exceptional customer service standards under pressure.
- Contribute to process improvements and quality across IT operations.
- Represent ITVET’s values and professional standards in client interactions.
Skills
Tools
Job description
Department: Service Desk
Employment Type: Full Time
Location: Bishops Stortford, UK
Reporting To: Service Desk Team Lead
Compensation: £40,000 - £50,000 / year
An exciting opportunity to join one of the most progressive IT companies in the UK, that is revolutionising the way technology companies work. As a leading UK MSP, the technical standards achieved across all roles and levels are very high, so this is a fantastic environment to work in, whether you are at entry level, or a senior engineer looking for a more challenging role.
With its head office based in Bishops Stortford, ITVET are a fast-growing Technology Solutions provider, with clients all over the UK, offering a wide range of professional Managed IT & Technology Solutions.
As a Senior Engineer at ITVET, you will act as the highest escalation point within the Service Desk - trusted to resolve the most complex and business critical issues, provide technical leadership across the business and uphold the exceptionally high technical standards ITVET is known for.
This role is suited to an experienced MSP professional who thrives on problem solving, ownership, and delivering an outstanding customer experience.
- Act as the highest technical escalation point within the Service Desk, resolving complex and non-standard issues that cannot be resolved by lower technical tiers
- Act as a key technical authority for Change Requests and Technical Validations, ensuring all changes meet ITVET’s technical standards, are appropriately risk assessed, and are fit for purpose before implementation
- Take ownership of major incidents, driving investigation, resolution, communication and root cause analysis to a high professional standard
- Provide technical guidance, mentoring, and support to all levels of the service desk
- Maintain exceptional customer service standards, particularly in high pressure or business critical situations
- Identify recurring issues and contribute to problem management, root cause analysis, and long-term fixes
- Strong emphasis on contribution to the improvement of processes, documentation, standards, and technical quality across the Service Desk
- Represent ITVET’s values, professionalism, and technical excellence in all client interactions
Senior Engineers are expected to operate confidently across a wide range of technologies, typically including:
- Servers - Windows Server, Linux, Active Directory, Group Policy, RDS
- Microsoft 365 - Advanced administration across Exchange, Teams, SharePoint, and licensing
- Azure - Strong experience with Azure portal, tenant configuration, migrations, NSG, VMs, and cost management
- Endpoint Manager (Intune) - MDM, MAM, compliance policies, device configuration
- Workstations - Windows 10/11, Office 365, printing, user environments
- Telephony - SIP, PBX systems
- Web Hosting & Linux - Domain management, cPanel, Linux administration
Depth of knowledge is expected in multiple areas, with the ability to lead investigations rather than follow runbooks.
- Private healthcare
- Fitness/wellbeing allowance
- Enhanced pension contributions
- Life and critical illness cover
- 33 days holiday allowance
- Employee assistance programme
- Perkstack benefits hub
- Enhanced parental leave
- Eyecare vouchers
- Dental vouchers
- Additional paid leave days for volunteering
- Free parking
- Free breakfast, lunch and snacks in office
- Games area
- Busy social calendar
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