Senior Service Desk Engineer - 3rd Line Escalation Lead

Energy Jobline CVL; Scunthorpe; On-site; GBP 45,000 - 65,000; Full time

Job summary

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority escalations, acting as the senior technical contact during major incidents. The role involves coordinating teams, solving complex infrastructure issues, and travelling to customer sites as needed.

You will lead investigations across Microsoft 365, Windows Server, AD/Entra ID, Azure and networking, delivering clear, confident updates and longer-term service improvements.

Qualifications

• 3+ years in a senior technical support or infrastructure role.
• Experience supporting business-critical environments.
• Strong troubleshooting and diagnostic skills.
• Excellent communication and stakeholder management.
• Ability to prioritise multiple complex issues simultaneously.
• Full UK driving licence and willingness to travel to customer sites.

Responsibilities

• Own and resolve high-priority technical escalations from start to finish.
• Act as the senior technical contact during major customer incidents.
• Travel to customer sites when hands-on expertise is needed.
• Lead investigations across Microsoft, networking, cloud and infrastructure technologies.
• Work closely with Project Delivery, Service Delivery, Technical Services and third-party vendors.
• Communicate clearly with customers, translating complexity into reassuring updates.
• Identify root causes and drive continual service improvement.
• Help improve standards, documentation and processes across the business.

Skills

Senior technical support

Troubleshooting

Stakeholder management

Communication

Prioritisation

Driving licence

Tools

Microsoft 365

Windows Server

Active Directory & Entra ID

Microsoft Azure

Networking (SW/Router/Firewall/VPN)

VMware/Hyper-V

Storage technologies

Endpoint Management

Backup & DR

Security technologies

Job description

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority escalations, acting as the senior technical contact during major incidents. The role involves coordinating teams, solving complex infrastructure issues, and travelling to customer sites as needed.

You will lead investigations across Microsoft 365, Windows Server, AD/Entra ID, Azure and networking, delivering clear, confident updates and longer-term service improvements.