Senior Service Desk Engineer - Remote Support Lead

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

Job summary

YourRecruit (IT) Ltd in the UK is recruiting a Senior Service Desk Engineer to tackle complex issues, own incidents and lead by example across the service desk. This hands-on role involves escalation management and close collaboration with clients.

You will support clients remotely and on-site in London and the South East, monitor systems, maintain documentation and strive to meet SLAs in a growing MSP environment.

Qualifications

• MSP experience essential; third-line support background preferred.
• Senior Service Desk Engineer with ownership and client-facing responsibilities.
• Able to manage competing priorities and deliver against SLAs.

Responsibilities

• Provide technical support across the service desk, from everyday issues through to complex third‑line troubleshooting.
• Take ownership of escalated issues and drive them through to resolution.
• Act as the technical point of responsibility when issues cannot be passed further up the chain.
• Support clients remotely and visit client sites across London and the South East when required.
• Monitor alerts, backups and maintenance tasks; address potential problems proactively.
• Manage tickets, prioritise workloads and keep clients informed with updates.
• Maintain documentation and deliver against agreed service levels.
• Identify service improvements and project work.
• Collaborate with colleagues on installations, changes and projects.

Skills

MSP experience

Troubleshooting

Independent work

Communication skills

Organised

Team player

Job description

YourRecruit (IT) Ltd in the UK is recruiting a Senior Service Desk Engineer to tackle complex issues, own incidents and lead by example across the service desk. This hands-on role involves escalation management and close collaboration with clients.

You will support clients remotely and on-site in London and the South East, monitor systems, maintain documentation and strive to meet SLAs in a growing MSP environment.