Senior Service Desk Engineer

AllPoints Fibre; Reading; On-site; GBP 45,000 - 60,000; Full time

Benefits offered by this job

Private medical insurance

Dental cover

Income protection

Job summary

AllPoints Fibre Networks is seeking a Senior Service Desk Engineer to deliver advanced IT support from our Reading office. You will be the escalation point for the Service Desk, coordinating with 3rd line engineers and technical teams to resolve incidents within SLA and promote service improvement.

You will mentor colleagues, drive proactive problem solving, and ensure documentation and knowledge sharing across the team.

Qualifications

• Strong knowledge of Microsoft 365 and Microsoft Intune.
• Experience with Service Desk technologies and ITIL service management methodologies.
• Strong knowledge of Windows and macOS operating systems.
• Experience supporting application deployment and lifecycle management.
• Good understanding of networking principles, protocols, and security concepts.
• Excellent communication, customer service, and stakeholder management skills.

Responsibilities

• Manage escalated incidents and service requests from the Service Desk team, ensuring resolution within SLAs.
• Collaborate with 3rd line engineers and technical teams to deliver prompt, effective resolutions for complex issues.
• Act as a key point of contact for customer enquiries with professional communication throughout resolution.
• Provide technical guidance and mentoring to Service Desk colleagues to reduce escalations.
• Perform advanced troubleshooting across hardware, software, OS, and network issues.
• Identify incident trends and propose improvements to enhance service performance.
• Maintain accurate documentation of incidents, resolutions, and best practices.

Skills

Microsoft 365

Intune

ITIL service management

Windows

macOS

Networking concepts

Education

Bachelor's degree in IT/CS or related

Tools

Jamf Pro

AWS environments

Microsoft Intune

Job description

The Senior Service Desk Engineer at AllPoints Fibre Networks will be responsible for providing advanced technical support across the business, acting as the escalation point for the Service Desk team and ensuring incidents and service requests are resolved within agreed SLAs. Working closely with 3rd line engineers and technical teams, you will proactively identify recurring issues, implement solutions, and help drive continuous improvement across our IT support services. This role is based in our Reading office and reports to the IT Services Support Manager.

AllPoints Fibre is revolutionising connectivity across the UK.

As a cutting-edge full fibre network wholesaler, we simplify access to high-speed broadband through a powerful, API-driven platform that unifies major networks like Openreach, BT Wholesale, and CityFibre.

Our agile platform, aquila, empowers service providers with seamless automation, real-time visibility, and rapid scalability, making it an exciting environment for professionals who thrive on innovation, efficiency, and delivering smarter digital solutions.

What you will be doing:

• Managing escalated incidents and service requests from the Service Desk team, ensuring issues are resolved within agreed SLAs.
• Collaborating with 3rd line engineers and other technical teams to deliver prompt and effective resolutions to complex technical issues.
• Acting as a key point of contact for customer enquiries, providing exceptional customer service and maintaining professional communication throughout the resolution process.
• Providing technical guidance and mentoring to Service Desk colleagues, helping to develop capability and reduce unnecessary escalations.
• Performing advanced troubleshooting across hardware, software, operating systems, and network-related issues.
• Identifying incident trends, recommending improvements, and implementing preventative solutions to enhance service performance.
• Maintaining accurate documentation of incidents, resolutions, processes, and best practices to support continual service improvement.
• Supporting and administering Microsoft 365, Intune, Windows, and macOS environments.
• Promoting adherence to IT service management best practices and ITIL methodologies.
• Ensuring compliance with company policies, information security requirements, and health and safety procedures.

About you:

You are an experienced IT support professional who enjoys solving complex technical challenges and delivering excellent customer experiences. You are proactive, collaborative, and comfortable taking ownership of issues through to resolution. You enjoy sharing knowledge, supporting colleagues' development, and continuously improving processes and services.

You'll be a strong communicator who can build positive relationships across the business while remaining calm and solution-focused in a fast-paced environment.

Essential experience and knowledge

• Strong technical knowledge of Microsoft 365 and Microsoft Intune.
• Experience working with Service Desk technologies and ITIL service management methodologies.
• Strong knowledge of Windows and macOS operating systems.
• Experience supporting application deployment and lifecycle management.
• Good understanding of networking principles, protocols, and security concepts.
• Excellent communication, customer service, and stakeholder management skills.

Desirable experience and qualifications

• ITIL v3 or ITIL v4 Foundation certification.
• Microsoft certifications such as AZ-900.
• Experience with Jamf Pro.
• Experience supporting AWS environments.
• Bachelor's degree in IT, Computer Science, or a related discipline.

The benefits at APFN...

At AllPoints Fibre Networks, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!

Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.

Additionally we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance, group life insurance we offer cashback and voucher schemes to help cover living cost such as electricals and personal spending.

Our commitment to Diversity, Equity and Inclusion...

At AllPoints Fibre, diversity makes us stronger. We're building an inclusive workplace where everyone feels valued, respected, and empowered to thrive. We're committed to:

• Fair pay and equal opportunities for all.
• Supporting underrepresented groups through our Women in Telecoms Network.
• Investing in future talent with our apprenticeship scheme and mentorship programmes.
• Ensuring every employee completes Equality, Diversity & Inclusion training.
• Creating a culture where every voice is heard and everyone has the opportunity to grow.

We welcome applicants from all backgrounds and experiences. If you're excited about this role but don't meet every single requirement, we still encourage you to apply. We'd love to hear from you.

About us:

At AllPoints Fibre Networks (APFN), we make access to the UK's full fibre rollout seamless, scalable, and seriously stress-free. We're a customer-first, future-ready network wholesaler, empowering our partners with a frictionless route to the largest full fibre footprint in the UK.

We're a team that values curiosity, ambition, and a get-things-done attitude. We're fast-paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you're collaborating across teams, solving complex challenges, or celebrating success, you'll find an environment where you can flourish and make a real impact.

Next steps

If the role sounds like the right fit for you, we look forward to seeing your application! If shortlisted, our Talent Acquisition Team will be in touch to set up an initial conversation. Next stages will involve meeting with our hiring teams to discuss the role and your experience in more detail.

If you require any reasonable adjustments during the interview process, please let us know in your application or reach out for a discussion about how we can accommodate you in the selection process.