About this role
Salary: £34,000 - 38,000 per year
Requirements
- Proven experience in technical support or a service desk role within an MSP or similar IT environment, ideally at third-line level
- Strong troubleshooting skills across core IT infrastructure, including Windows Server, Active Directory, Microsoft 365, networking, and endpoint management
- Track record of independently resolving complex, escalated technical issues
- Confident communication skills, including the ability to explain technical details clearly to colleagues and clients
- Experience writing clear, well-structured technical documentation
- Patient, approachable coaching style and confidence training and upskilling others
- Strong prioritisation and time-management skills, with the ability to balance hands-on problem-solving, documentation, and training
- Calm under pressure, particularly when handling urgent or high-impact issues
- Collaborative approach, working closely with our Service Desk Manager and wider team
- Proactive in identifying technical problems and knowledge gaps before they become recurring issues
- Commitment to raising standards across our team
Responsibilities
- Act as the primary escalation point for high-level technical issues and service requests raised by our service desk team
- Own escalated tickets through to resolution, keeping stakeholders and clients updated throughout
- Investigate and resolve complex technical problems beyond first- and second-line capability
- Work with our Service Desk Manager on priority calls when escalations put SLAs at risk
- Create and maintain clear, accurate knowledge base articles in Hudu covering fixes, processes, and recurring issues
- Review and update existing knowledge base articles as systems and processes change
- Promote consistent use of Hudu across our team and encourage colleagues to document solutions
- Train and mentor Technical Support Engineers, sharing technical knowledge and troubleshooting approaches
- Identify individual and team-wide technical knowledge gaps
- Work with our Service Desk Manager to agree and deliver plans to address identified knowledge gaps
Technologies
- Active Directory
- Support
- Microsoft 365
- Windows
- Office 365
More
Were hiring a Senior Support Engineer to join our Service Desk team in Great Chesterford, United Kingdom. The role reports to our Service Desk Manager and builds on day-to-day technical support work, with additional ownership of complex, high-impact issues and a focus on developing our teams technical capability. This is a full-time, permanent, in-person role, with 37.5 hours per week on variable shifts between 8:00am and 8:00pm, Monday to Friday; well communicate working hours at least one week in advance. Optional weekend on-call work is available, with additional payment under our on-call arrangements. The salary is £34,000–£38,000 per year, depending on experience, with a discretionary performance-related bonus. Benefits include additional leave, casual dress, company events, free and on-site parking, profit sharing, a referral programme, sick pay, and work-from-home availability.
last updated 46 week of 2026