Robertson Sumner
Senior Service Desk Engineer
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Join a rapidly growing Managed Service Provider (MSP) that is committed to investing in its people, offering continuous development, strong leadership, and exposure to a diverse range of technologies.
This is an exciting opportunity for an experienced IT professional who is ready to take the next step in their career. You'll act as a senior technical escalation point, supporting complex customer environments while mentoring junior engineers and helping to drive service excellence across the support team.
Key Responsibilities
- Provide advanced 2nd/3rd line technical support across a diverse client base
- Act as an escalation point for complex technical issues and major incidents
- Manage, prioritise, and take ownership of support tickets, ensuring SLA targets are consistently met
- Troubleshoot and resolve infrastructure, network, cloud, and end-user issues both remotely and on-site
- Mentor and support junior engineers, sharing technical knowledge and best practices
- Assist the Service Desk Manager in maintaining service quality, processes, and operational efficiency
- Contribute to technical documentation, knowledge base articles, and process improvements
- Liaise with vendors and third-party suppliers to resolve technical issues and manage escalations
- Build and maintain strong customer relationships through excellent communication and service delivery
- Participate in project work, migrations, and technology deployments where required
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Requirements
- Proven experience in a Senior 2nd Line, 3rd Line, or technical escalation role, ideally within an MSP or VAR environment
- Strong troubleshooting skills across Microsoft technologies, networking, and cloud platforms
- Experience supporting Microsoft 365, Windows Server, Active Directory, Azure, Intune, and virtualisation technologies
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience mentoring or supporting junior team members
- Strong customer-facing and stakeholder management skills
- Excellent communication, documentation, and problem-solving abilities
- A proactive mindset with a passion for delivering exceptional customer service
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Desirable Skills
- Microsoft certifications (MS-900, MS-102, AZ-900, AZ-104, or equivalent)
- Experience with RMM, PSA, and ticketing platforms
- Knowledge of cyber security best practices and modern endpoint management
- Previous involvement in IT projects, migrations, or service improvement initiatives
What's on Offer
- Competitive salary and benefits package
- Clear progression path towards Team Lead, Service Desk Manager, or Technical Consultant roles
- Ongoing training, certifications, and professional development
- Exposure to a wide range of modern technologies and customer environments
- Opportunity to mentor and influence the development of the service desk function
- Supportive leadership within an award-winning and growing MSP
- A collaborative culture that values initiative, innovation, and career growth
This role would suit an ambitious Senior Service Desk Engineer looking to combine hands-on technical expertise with leadership responsibilities, while continuing to develop towards a future management or technical leadership position.
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