Senior Service Desk Engineer: Incident Resolution Lead

The HBP Group; Peterborough; On-site; GBP 52,000 - 68,000; Full time

Job summary

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority technical escalations, coordinate across teams, and drive solution delivery for complex infrastructure issues. You will travel to client sites as needed and act as the senior technical contact during major incidents.

Ideal candidates bring 3+ years in senior technical support, deep knowledge across Microsoft 365, Windows Server, AD/Entra ID, networking, VMware/Hyper-V, storage, and security tech,

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 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.

Tools

Microsoft 365

Windows Server

Active Directory & Entra ID

Networking

VMware/Hyper-V

Storage

Backup & DR

Security technologies

Job description

The HBP Group is seeking a Senior Service Desk Engineer (3rd Line) to own and resolve high-priority technical escalations, coordinate across teams, and drive solution delivery for complex infrastructure issues. You will travel to client sites as needed and act as the senior technical contact during major incidents.

Ideal candidates bring 3+ years in senior technical support, deep knowledge across Microsoft 365, Windows Server, AD/Entra ID, networking, VMware/Hyper-V, storage, and security tech,