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Senior Service Desk Engineer
ITVET Technology Solutions. Act as the highest technical escalation point within the Service Desk .
Posted 9/22/2026full-timeBishops Stortford • United KingdomSenior💰 £42,000 - £50,000 per yearWebsite
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in technical escalation, incident management, and problem resolution within a Service Desk environment, while providing mentorship and maintaining high customer service standards. Proficient in managing complex technical issues across various platforms and technologies, ensuring compliance with organizational standards.
Highest-signal resume keywords
Technical Escalation ManagementIncident Ownership and ResolutionAdvanced Microsoft 365 AdministrationWindows Server and Linux ExpertiseAzure Portal Configuration and Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Windows ServerLinuxActive DirectoryGroup PolicyMicrosoft 365AzureEndpoint Manager (Intune)Windows 10/11SIP and PBX SystemsDomain Management
Soft Skills
Customer ServiceMentoringProblem SolvingCommunicationLeadership
Tools & Technologies
Microsoft 365Azure PortalEndpoint Manager (Intune)CPanelRDS
Industry Keywords
MSP ProfessionalTechnical StandardsRisk AssessmentRoot Cause AnalysisChange Requests
Tech Stack
Tools & technologiesAzureLinux
About the role
Key responsibilities & impact- Act as the highest technical escalation point within the Service Desk
- Resolve complex and non-standard issues that cannot be resolved by lower technical tiers
- Act as a technical authority for Change Requests and Technical Validations
- Ensure changes meet ITVET’s technical standards, are risk assessed, and are fit for purpose before implementation
- Take ownership of major incidents, driving investigation, resolution, communication, and root cause analysis
- Provide technical guidance, mentoring, and support to all levels of the service desk
- Maintain exceptional customer service standards during high-pressure or business-critical situations
- Identify recurring issues and contribute to problem management, root cause analysis, and long-term fixes
- Improve processes, documentation, standards, and technical quality across the Service Desk
- Represent ITVET’s values, professionalism, and technical excellence in client interactions
- Report to the Service Desk Team Lead
Requirements
What you’ll need- Experienced MSP professional
- Ability to operate confidently across a wide range of technologies
- Depth of knowledge in multiple technical areas
- Ability to lead investigations rather than follow runbooks
- Experience with Windows Server, Linux, Active Directory, Group Policy, and RDS
- Advanced Microsoft 365 administration across Exchange, Teams, SharePoint, and licensing
- Strong experience with Azure portal, tenant configuration, migrations, NSG, VMs, and cost management
- Experience with Endpoint Manager (Intune), including MDM, MAM, compliance policies, and device configuration
- Experience with Windows 10/11, Office 365, printing, and user environments
- Experience with SIP and PBX systems
- Experience with domain management, cPanel, and Linux administration
Benefits
Comp & perks- Private healthcare
- Fitness/wellbeing allowance
- Enhanced pension contributions
- Life and critical illness cover
- 33 days holiday allowance
- Employee assistance programme
- Perkstack benefits hub
- Enhanced parental leave
- Eyecare vouchers
- Dental vouchers
- Additional paid leave days for volunteering
- Free parking
- Free breakfast, lunch and snacks in office
- Games area
- Busy social calendar