Senior Service Desk Engineer: Incident & Infrastructure Lead
Hbp Systems Ltd
A complete application in a minute
Tailored resume and cover letter, ready to send.
Job summary
The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority escalations, act as the senior contact during major incidents, and travel to customer sites as needed. You’ll lead investigations across Microsoft, networking, cloud, and infrastructure technologies, collaborating with cross-functional teams and vendors.
We value deep technical knowledge coupled with outstanding customer skills, strong communication, and a proactive approach to improving service
Qualifications
- 3+ years in a senior technical support or infrastructure role.
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 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.
Skills
Education
Tools
Job description
The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority escalations, act as the senior contact during major incidents, and travel to customer sites as needed. You’ll lead investigations across Microsoft, networking, cloud, and infrastructure technologies, collaborating with cross-functional teams and vendors.
We value deep technical knowledge coupled with outstanding customer skills, strong communication, and a proactive approach to improving service
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
