Senior Service Desk Engineer

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

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

• wellbeing package that goes beyond the EAP.
• Bupa private medical insurance and dental cover.
• income protection insurance.
• group life insurance.
• health plan to help with day to day expenses such as eye care.
• we will even pay for you to get a massage!
• 30 days' annual leave allowance (pro rata), plus bank holidays.
• enhanced leave plans in place to support you through that.
• benefits dedicated to your financial wellbeing.
• employer contributory pension.
• 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.

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.

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.