Service Desk Engineer

Hbp Systems Ltd; Peterborough; On-site; GBP 40,000 - 65,000; Full time

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

Senior technical support

Troubleshooting & diagnostics

Communication & stakeholder management

Prioritisation of complex issues

Travel readiness

Ownership mentality

Education

No formal education requirements stated

Tools

Microsoft 365

Windows Server

Active Directory & Entra ID

Microsoft Azure

Networking (Switching, Routing, Firewalls & VPNs)

VMware / Hyper-V

Storage technologies

Endpoint Management

Backup & Disaster Recovery

Security technologies

Job description

We're looking for a Senior Service Desk Engineer (3rd Line) who thrives on solving complex technical challenges, taking ownership when others can't, and restoring customer confidence when it matters most.

This isn't a typical 3rd Line support role.

You'll be our senior technical troubleshooter... the person we trust to step into our most challenging customer situations, coordinate teams, solve complex infrastructure issues, and deliver outcomes that leave customers feeling supported, informed and valued.

If you're technically exceptional, calm under pressure, and passionate about delivering outstanding customer experiences, we'd love to hear from you.

What You'll Be Doing

As one of our senior technical specialists, you'll:

• 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.

We're looking for someone who combines deep technical knowledge with outstanding customer skills.

Essential experience

• 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

Technical expertise

You'll have experience across several of the following:

• Microsoft 365
• Windows Server
• Active Directory & Entra ID
• Microsoft Azure
• Networking (Switching, Routing, Firewalls & VPNs)
• VMware / Hyper-V
• Storage technologies
• Endpoint Management
• Backup & Disaster Recovery
• Security technologies

Microsoft certifications and networking certifications are highly desirable., If you're an experienced infrastructure engineer who enjoys solving the problems others can't, values customer relationships as much as technology, and wants to make a real difference, we'd love to hear from you.

At The HBP Group, we believe great technology is only part of the solution. What truly sets us apart is our people and the effortless experience they create for our customers.

At HBP we look for people who:

• Take ownership rather than passing problems on.
• Build trust through honest, proactive communication.
• Make technology easy for customers to understand.
• Stay calm and solutions-focused under pressure.
• Work collaboratively across teams.
• Constantly look for ways to improve both customer experience and service delivery.

We believe every interaction should make life easier for our customers.

Why Join The HBP Group?

We're committed to creating an environment where talented people can do their best work.

You'll enjoy:

• Working with modern Microsoft and infrastructure technologies