Senior Service Desk Engineer

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

Senior Service Desk Engineer

Location: West Sussex
Salary: £37,500 – £42,500
Working Pattern: Monday – Friday | Hybrid working after successful probation

Ready to take the next step in your IT career?

Are you an experienced IT Support Engineer looking for your next challenge, with the opportunity to take ownership of technical issues, develop your skills and progress your career?

We're working with an established IT services provider looking to recruit a Senior Service Desk Engineer to join their growing team. This is an excellent opportunity for a technically strong individual who enjoys troubleshooting complex issues, supporting customers and helping deliver an outstanding IT service.

The Role

As a Senior Service Desk Engineer, you'll play a key role in providing high-quality technical support, acting as an escalation point for more complex issues and ensuring customers receive an efficient and reliable service.

You’ll work across a variety of technologies and environments, using your technical expertise to resolve incidents, support colleagues and contribute to the continued development of the service desk.

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

About You

• Experience working in an IT support or service desk environment, ideally within an MSP.
• Strong troubleshooting skills across Microsoft technologies and IT infrastructure.
• Experience handling escalated technical issues and supporting less experienced engineers.
• A good understanding of networking, servers, Microsoft 365 and cloud technologies.
• Excellent communication skills and a customer-focused approach.
• A proactive attitude, with a genuine desire to learn and develop technically.

What's on Offer?

• £37,500 – £42,500 salary, depending on experience.
• Monday–Friday working pattern.
• Hybrid working available following successful completion of probation.
• Access to industry-recognised certifications and professional development.
• Opportunities to expand your technical knowledge and progress your career.
• The chance to join a supportive team where your technical contribution is valued.