Senior Service Desk Engineer (3rd Line / with Field)

The HBP Group; Scunthorpe; Sur place; GBP 42 000 - 55 000; Plein temps

Résumé du poste

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) within the IT Service Desk Team. This full‑time, permanent role focuses on owning high‑priority escalations, leading investigations across Microsoft, networking and virtualization, and coordinating across delivery teams to deliver reliable outcomes for customers.

You will travel to customer sites as needed and communicate complex technical details clearly to non‑technical stakeholders, upholding an exceptional customer experience.

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.

Responsabilités

• 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 confidently with customers, translating technical complexity into clear, reassuring updates.
• Identify root causes—not just quick fixes—and drive continual service improvement.
• Help improve standards, documentation and processes across the business.

Connaissances

Senior troubleshooting

Customer-facing

Incident management

Stakeholder communication

Driving licence

Outils

Microsoft 365

Windows Server

Active Directory

Networking

VMware/Hyper‑V

Storage

Backup & DR

Security technologies

Description du poste

Senior Service Desk Engineer (3rd Line / with Field)

IT Service Desk Team

Full time

Permanent

Be the Engineer Customers Remember

At The HBP Group, we believe great technology is only part of the solution. What truly sets us apart is our people and the effortless experience they create for our customers.

We're looking for a Senior Service Desk Engineer (3rd Line) who thrives on solving complex technical challenges, taking ownership when others can't, and restoring customer confidence when it matters most.

This isn't a typical 3rd Line support role.

You'll be our senior technical troubleshooter... the person we trust to step into our most challenging customer situations, coordinate teams, solve complex infrastructure issues, and deliver outcomes that leave customers feeling supported, informed and valued.

If you're technically exceptional, calm under pressure, and passionate about delivering outstanding customer experiences, we'd love to hear from you.

What You'll Be Doing

As one of our senior technical specialists, you'll:

• 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 confidently with customers, translating technical complexity into clear, reassuring updates.
• Identify root causes—not just quick fixes—and drive continual service improvement.
• Help improve standards, documentation and processes across the business.

What You'll Bring

We're looking for someone who combines deep technical knowledge with outstanding customer skills.

• 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

Technical expertise

You'll have experience across several of the following:

• Microsoft 365
• Windows Server
• Active Directory & Entra ID
• Networking (Switching, Routing, Firewalls & VPNs)
• VMware / Hyper‑V
• Storage technologies
• Backup & Disaster Recovery
• Security technologies

Microsoft certifications and networking certifications are highly desirable.

What Makes You Different

Technical skills will get you noticed.

Your attitude is what will make you successful.

At HBP we look for people who:

• Take ownership rather than passing problems on.
• Build trust through honest, proactive communication.
• Make technology easy for customers to understand.
• Stay calm and solutions‑focused under pressure.
• Work collaboratively across teams.
• Constantly look for ways to improve both customer experience and service delivery.

We believe every interaction should make life easier for our customers.

Why Join The HBP Group?

We're committed to creating an environment where talented people can do their best work.

• Working with modern Microsoft and infrastructure technologies
• Exposure to complex enterprise environments
• Opportunities for technical development and certifications
• A collaborative, supportive culture
• Genuine autonomy and responsibility
• A role where your expertise has real impact on customers and the business

If you're an experienced infrastructure engineer who enjoys solving the problems others can't, values customer relationships as much as technology, and wants to make a real difference, we'd love to hear from you.

Closing Date: 30th November 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.

Company overview

The HBP Group is the number one choice for many businesses across the UK looking for reliable, award‑winning business technology. Providing a range of services including local IT Support, Accounts software and EPOS solutions.

We offer our customers a range of the best market leading products and services to streamline complex business processes and increase efficiency.

We have 5 offices including our head office in Scunthorpe, an office in Hull, another office in Peterborough and a further one in both Hampshire and Cornwall.

You're the person others turn to when the problem is complex, the stakes are high, and the solution isn't immediately obvious. You enjoy getting to the root cause, not just applying quick fixes, and you take pride in seeing every issue through to a successful resolution.

You combine technical expertise with excellent people skills. Whether you're explaining a complex issue to a customer or collaborating with colleagues, you communicate clearly, build trust, and make every interaction straightforward and reassuring.

You thrive in an environment where you can take ownership, make decisions, and have a real impact. You're proactive, organised, and motivated by delivering outcomes that genuinely improve the customer experience.

You'll probably recognise yourself in the statements below:

• You enjoy solving complex technical problems that others can't.
• You naturally take ownership and don't wait for someone else to fix things.
• You stay calm under pressure and think logically when faced with challenging situations.
• You genuinely care about delivering an effortless experience for customers.
• You communicate confidently with both technical and non‑technical audiences.
• You enjoy working collaboratively and sharing your knowledge with others.
• You're always looking for better, smarter ways of working.
• You believe great customer service is just as important as great technical skills.
• You're curious, enjoy learning, and keep your technical knowledge up to date.
• You want to work somewhere that values trust, kindness, accountability, and continuous improvement as much as technical excellence.

If you're reading this and thinking, "That's me," we'd love to hear from you.

Join The HBP Group and become part of a team that's passionate about solving complex challenges, building lasting customer relationships, and making technology effortless.

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