Service Desk Engineer (Hereford Office)

Serbus; Hereford; Hybrid; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Apprenticeship opportunity

SC clearance required

Job summary

Serbus is seeking an experienced Service Desk Engineer for our Hereford office. This hands-on 2nd-line role handles advanced support for escalated issues and collaborates with other technical teams to maintain operational stability and a strong customer experience.

The role is onsite at the Hereford office, with potential apprenticeship consideration for the right candidate and SC clearance in the near term.

Qualifications

• Experience in a 2nd-line IT support role.
• Strong knowledge of Windows and Linux, Microsoft 365, Active Directory, Group Policy.
• Networking knowledge: TCP/IP, DNS, DHCP, VPN; familiarity with MDM tools.

Responsibilities

• Resolve escalated incidents and service requests, covering hardware, software, networking and remote access.
• Monitor and maintain internal and customer systems; perform root-cause analysis to prevent repeats.
• Support Windows and Linux servers, including patching, backups and access controls; manage AD, DNS, DHCP and file/print services.
• Support mobile devices and apps via MDM across iOS, Android and Windows.
• Keep tickets and documentation up to date; share knowledge with 1st-line; liaise with 3rd-line teams, vendors and partners.

Skills

2nd-line support

Windows

Linux

Microsoft 365

Active Directory

Group Policy

DNS

DHCP

VPN

MDM

ITIL

Customer service

Troubleshooting

Tools

MDM platforms

Job description

We have an opportunity for an experienced Service Desk Engineer to join our Hereford-based team. This is an onsite role based at our Hereford office.

About the role

This is a hands-on 2nd-line role providing advanced technical support for more complex issues escalated by the 1st-line team. You’ll work closely with other technical teams to maintain operational stability, improve recurring issues and deliver a strong customer experience.

• Role: Service Desk Engineer
• Location: Onsite at our Hereford office
• Team: Service Desk team
• Reports to: Lead Service Desk Engineer or Head of Engineering
• Apprenticeship: We may consider this role as an apprenticeship opportunity for the right candidate
• Security clearance: SC required, with potential for DV clearance in the future.

What you’ll be doing

• Resolving escalated incidents and service requests, including in-depth hardware, software, network and remote-access troubleshooting.
• Monitoring and maintaining internal and customer systems, carrying out root cause analysis and helping prevent repeat issues.
• Supporting Windows and Linux servers, including patching, backups and access controls, alongside Active Directory, Group Policy, DNS, DHCP and file/print services.
• Supporting secure mobile devices and applications through MDM platforms across iOS, Android and Windows.
• Keeping tickets and technical documentation up to date, sharing knowledge, supporting 1st-line engineers and liaising with 3rd-line teams, vendors and partners where needed.

What we’re looking for

• Proven experience in a 2nd-line IT support or similar technical support role.
• Strong knowledge of Windows and Linux, Microsoft 365, Active Directory, Group Policy and remote-access solutions.
• A solid understanding of networking, including TCP/IP, DNS, DHCP and VPN, plus familiarity with MDM tools and techniques.
• Strong troubleshooting, communication and customer-service skills, with the ability to follow ITIL-aligned processes and security, compliance and business continuity requirements.
• Relevant Microsoft, CompTIA or ITIL certifications would be an advantage.