Senior Service Desk Engineer

Core Responsibilities

• Provide 2nd line technical support across a broad Microsoft-based IT environment, taking ownership of incidents and service requests through to resolution
• Troubleshoot and resolve more complex hardware, software, endpoint, Microsoft 365 and infrastructure-related issues
• Manage escalated incidents within agreed SLAs, ensuring high standards of service and accurate documentation throughout
• Log, manage and maintain incidents, requests and changes within ServiceNow
• Administer Microsoft 365 and Active Directory, including user accounts, permissions, access and group management
• Support the configuration, deployment and ongoing management of laptops, desktops, mobile devices and other endpoints
• Troubleshoot Windows desktop and Windows Server-related issues
• Diagnose basic networking and connectivity issues across DHCP, DNS and TCP/IP
• Perform security administration and access-management activities
• Support IT projects including laptop builds, deployments, upgrades and technology rollouts
• Work closely with internal technical teams and third-party suppliers to resolve complex incidents
• Identify recurring issues and contribute to problem management, documentation and continual service improvement
• Maintain technical documentation and knowledge articles to support the wider IT function

Skills & Experience

• Strong experience within a Service Desk, IT Support or 2nd Line Support environment
• Good technical knowledge of Windows 10/11, Microsoft 365 and Active Directory
• Experience supporting Microsoft Windows Server-based infrastructure
• Previous experience using ServiceNow or a similar enterprise ITSM platform
• Experience troubleshooting complex end-user hardware, software and connectivity issues
• Experience configuring and administering laptops, desktops, mobile phones and tablets
• Good understanding of networking fundamentals including DHCP, DNS and TCP/IP
• Experience working within an ITIL-aligned environment, with knowledge of Incident, Problem and Change Management
• Experience contributing to IT projects, deployments or technology rollouts
• Strong troubleshooting skills with the ability to take ownership of technical issues through to resolution
• Excellent communication skills and the ability to support users and stakeholders at all levels
• A proactive, positive approach with the ability to work effectively within a busy and varied technical environment