Senior Service Desk Engineer — Escalation Lead

ITVET; Bishop's Stortford; On-site; GBP 40,000 - 50,000; Full time

Benefits offered by this job

Private healthcare

Fitness/wellbeing allowance

Enhanced pension contributions

Life and critical illness cover

33 days holiday allowance

Employee assistance programme

Perkstack benefits hub

Enhanced parental leave

Eyecare vouchers

Dental vouchers

Volunteer leave

Free parking

Free breakfast, lunch and snacks in offi

Job summary

ITVET in Bishops Stortford is seeking a Senior Service Desk Engineer to act as the highest escalation point within the Service Desk, resolving complex issues and providing technical leadership. As part of a fast-growing UK MSP, you will own major incidents, mentor colleagues, and uphold ITVET’s high technical standards while delivering outstanding customer service.

Strong knowledge across Windows Server, AD, Microsoft 365, and Azure is ideal.

Qualifications

• Experience operating as a senior engineer in an MSP or similar environment.
• Ability to lead complex investigations and drive incidents to resolution.
• Strong knowledge of Windows/Linux, AD, M365, Azure and networking basics.

Responsibilities

• Act as the highest technical escalation point within the Service Desk.
• Lead investigations and root cause analysis for major incidents.
• Provide mentoring and technical guidance to service desk staff.
• Maintain exceptional customer service standards under pressure.
• Contribute to process improvements and quality across IT operations.
• Represent ITVET’s values and professional standards in client interactions.

Skills

Strong problem solving

Ownership

Customer service

Mentoring

Tools

Windows Server

Linux

Active Directory

Group Policy

RDS

Microsoft 365

Exchange

Teams

SharePoint

Azure

Intune

MDM

MAM

Device configuration

Windows 10/11

Office 365

SIP

PBX

Domain management

cPanel

Linux administration

Job description

ITVET in Bishops Stortford is seeking a Senior Service Desk Engineer to act as the highest escalation point within the Service Desk, resolving complex issues and providing technical leadership. As part of a fast-growing UK MSP, you will own major incidents, mentor colleagues, and uphold ITVET’s high technical standards while delivering outstanding customer service.

Strong knowledge across Windows Server, AD, Microsoft 365, and Azure is ideal.