Senior Service Desk Engineer - MSP

YourRecruit; Horsham; On-site; GBP 40,000 - 50,000; Full time

Job summary

YourRecruit is recruiting a Senior Service Desk Engineer on behalf of an established IT services business. This hands‑on role sits at the heart of the service desk, tackling everyday issues and complex escalations while leading by example.

You will own tickets, support clients remotely and on site, and help drive improvements across the team. The ideal candidate has substantial MSP third‑line experience, excellent troubleshooting, and strong communication skills to manage client relationships

Qualifications

• MSP third‑line experience essential with senior level responsibilities.
• Ability to own complex issues from start to resolution.
• Strong communication with clients and colleagues.

Responsibilities

• Provide technical support from everyday issues to complex escalations.
• Take ownership of escalated issues and drive them to resolution.
• Be the technical point of responsibility when issues can't be passed up.
• Support clients remotely and on client sites across London and the South East.
• Monitor alerts, backups and maintenance tasks to prevent problems.
• Manage tickets, prioritise workloads and communicate updates clearly.
• Maintain documentation and meet agreed service levels.
• Identify service improvements and participate in projects.
• Collaborate with colleagues on installations and changes.

Skills

Troubleshooting

Independent work

Communication skills

Prioritisation

Team player

Job description

Are you an experienced MSP Senior Service Desk Engineer who enjoys tackling technical challenges, taking ownership and being the person others turn to when the buck stops with them?

We are recruiting on behalf of our client, an established and growing IT services business, for a Senior Service Desk Engineer to join its team. This is an opportunity for someone with substantial third-line experience who is ready to take real responsibility for technical issues, client relationships and service delivery.

This is a hands‑on role, not one that sits above the service desk. As Senior Service Desk Engineer, you will be a key member of the team, handling everything from everyday support requests to complex technical escalations. You will be expected to take the lead when needed, while remaining happy to roll up your sleeves and get involved in the day-to-day running of the service desk.

What will you be doing?

• Providing technical support across the service desk, from everyday user issues through to complex third‑line troubleshooting.
• Taking ownership of escalated issues and driving them through to resolution.
• Acting as the technical point of responsibility when issues cannot be passed further up the chain.
• Supporting clients remotely and attending client sites across London and the South East when required.
• Monitoring RMM alerts, backup systems and recurring maintenance tasks, identifying and addressing potential problems proactively.
• Managing tickets, prioritising workloads and keeping clients informed with clear, timely updates.
• Maintaining accurate documentation and consistently delivering against agreed service levels.
• Identifying service improvements, preventative maintenance opportunities and project work.
• Working alongside colleagues on installations, technical changes and projects, sharing knowledge and supporting the wider team.

What are we looking for?

Previous experience working within a Managed Service Provider (MSP) is essential, alongside significant experience operating at third‑line level. We are looking for a Senior Service Desk Engineer who has been working at this level for some time and has the technical knowledge, judgement and confidence to take full ownership of challenging issues.

You will also need:

• Strong troubleshooting and problem‑solving skills across a broad range of IT environments.
• The ability to work independently, make sound technical decisions and see issues through to completion.
• Excellent communication skills, with the confidence to reassure clients and manage challenging situations.
• A proactive, organised approach and the ability to manage competing priorities.
• A genuine team mentality and a willingness to get involved wherever needed.

Just as importantly, you will understand that being a Senior Service Desk Engineer does not mean stepping away from the service desk. You will lead by example, support colleagues and remain actively involved in delivering excellent client support.

What is on offer?

A salary of £40,000-£50,000, depending on experience, and the opportunity to join a growing team where your technical expertise, judgement and contribution will genuinely matter.

Applicants must be eligible to work in the UK indefinitely and without sponsorship.

YourRecruit (IT) Ltd does not discriminate on the grounds of age, race, gender or disability and complies with all relevant UK legislation.