AllPoints Fibre Networks
Senior Service Desk Engineer (FTC 6 months)
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Senior Service Desk Engineer
The Senior Service Desk Engineer at AllPoints Fibre Networks will play a critical role in delivering exceptional IT support services across the business. You will be responsible for resolving technical incidents and escalations, collaborating with specialist teams to ensure issues are resolved within agreed service levels, and proactively identifying opportunities to improve service performance. As a senior member of the Service Desk function, you will provide technical expertise, support the development of colleagues, and help maintain high levels of customer satisfaction and operational excellence.
AllPoints Fibre is revolutionising connectivity across the UK.
As a cutting-edge full fibre network wholesaler, we simplify access to high-speed broadband through a powerful, API-driven platform that unifies major networks like Openreach, BT Wholesale, and CityFibre.
Our agile platform, aquila, empowers service providers with seamless automation, real-time visibility, and rapid scalability, making it an exciting environment for professionals who thrive on innovation, efficiency, and delivering smarter digital solutions.
What You Will Be Doing
- Providing advanced technical support and resolving escalated Service Desk incidents.
- Collaborating with 3rd line engineers and wider technical teams to ensure seamless issue resolution.
- Acting as a key point of contact for customer enquiries, delivering outstanding customer service and communication.
- Performing advanced troubleshooting and diagnostics across hardware, software, networking, and end-user technologies.
- Supporting and mentoring colleagues within the Service Desk team to enhance technical capability and reduce unnecessary escalations.
- Maintaining accurate documentation of incidents, solutions, knowledge articles, and best practices.
- Monitoring incident trends and implementing preventative measures and service improvements.
- Working with both Windows and macOS environments, alongside Microsoft 365 and endpoint management technologies.
About You
You're an experienced IT support professional who enjoys solving complex technical challenges and delivering excellent customer experiences. You are proactive, collaborative, and naturally driven to improve processes and services. You thrive in a fast-paced environment, take ownership of issues, and are passionate about sharing knowledge and supporting the growth of others.
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Your Skills
- Experience in an IT Service Desk or technical support environment.
- Strong technical knowledge of Microsoft 365 and Intune.
- Experience working with Service Desk technologies and ITIL methodologies.
- Strong understanding of Windows and macOS operating systems, application delivery, and lifecycle management.
- Excellent communication and interpersonal skills.
- Strong analytical and problem-solving abilities.
Desirable
- ITIL v3/v4 Foundation certification.
- Microsoft certifications, such as AZ-900.
- Experience with Jamf Pro.
- Experience with AWS technologies.
- Degree in IT, Computer Science, or a related discipline.
The benefits at APFN...
At AllPoints Fibre Networks, we're all about looking after you. We offer an extensive wellbeing package that goes beyond the EAP. Your benefits will include Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care... we will even pay for you to get a massage!
Everyone needs a break now and then, right? That's why we start all our employees off with a generous 30 days' annual leave allowance (pro rata), plus bank holidays. And if you ever need some extra time off due to illness or parental leave, we've got enhanced leave plans in place to support you through that.
Additionally, we know how important it is to feel secure with your finances. That's why we have benefits dedicated to your financial wellbeing. You will be able to join our employer contributory pension and in addition to income protection insurance and group life insurance, we offer cashback and voucher schemes to help cover living costs such as electricals and personal spending.
Our commitment to Diversity, Equity and Inclusion...
At AllPoints Fibre, Diversity Makes Us Stronger. We're Building An Inclusive Workplace Where Everyone Feels Valued, Respected, And Empowered To Thrive. We're Committed To
- Fair pay and equal opportunities for all.
- Supporting underrepresented groups through our Women in Telecoms Network.
- Investing in future talent with our apprenticeship scheme and mentorship programmes.
- Ensuring every employee completes Equality, Diversity & Inclusion training.
- Creating a culture where every voice is heard and everyone has the opportunity to grow.
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We welcome applicants from all backgrounds and experiences. If you're excited about this role but don't meet every single requirement, we still encourage you to apply. We'd love to hear from you.
About Us
At AllPoints Fibre Networks (APFN), we make access to the UK's full fibre rollout seamless, scalable, and seriously stress-free. We're a customer-first, future-ready network wholesaler, empowering our partners with a frictionless route to the largest full fibre footprint in the UK.
We're a team that values curiosity, ambition, and a get-things-done attitude. We're fast-paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you're collaborating across teams, solving complex challenges, or celebrating success, you'll find an environment where you can flourish and make a real impact.
Next Steps
If this opportunity sounds like the right fit for you, we'd love to hear from you.
If your application is shortlisted, a member of our Talent Acquisition Team will contact you for an initial conversation to discuss your experience, career aspirations, and interest in joining APFN.
The next stage will be a Microsoft Teams interview with our IT Services Support Manager, where you'll have the opportunity to discuss your technical experience, approach to service delivery, incident management, troubleshooting methodology, and how you collaborate with colleagues and stakeholders to deliver excellent support.
Following this, you'll be invited to complete our online psychometric assessment, designed to help us understand your working style, strengths, and how you might thrive within our team and culture.
The final stage will be an in-person interview at our Reading office. This is a great opportunity to meet the wider team, gain a feel for our working environment, and explore how your skills and experience can contribute to the continued success of our IT Services function.
If you require any reasonable adjustments during the recruitment process, please let us know in your application or contact us directly so we can support you throughout the selection process.
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