Nextech Group Limited
Service Desk Engineer
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Position: Senior Service Desk Engineer
Work Model: Remote
Salary: £40k - £45k (Depending on experience to date)
Time/Shifts: Between Monday to Friday OR Saturday to Monday
About the Role
A great opportunity for an experienced, customer-focused Service Desk Engineer to join a growing MSP supporting a mix of on-premises and Azure customer environments.
- You'll need a genuine passion for problem-solving and a customer-first mindset, comfortable balancing hands-on troubleshooting with longer-term project and delivery work.
- This is a varied role, some days you'll be deep in a live incident, others you'll be documenting fixes or helping plan a customer deployment.
- You'll act as a key point of contact on the service desk, handling critical tickets, escalations, and change requests.
- Strong written and verbal communication is essential, along with a collaborative approach, you'll be working closely with the wider support team and helping strengthen relationships with customers.
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Key Responsibilities
Reporting to the Service Desk Manager, as part of a four-person engineering team you will:
- Act as technical point of contact for incidents and service requests
- Own major incidents end-to-end across Azure and on-prem infrastructure, from triage through resolution and post-incident review
- Investigate root causes of recurring or high impact issues and deliver permanent fixes, not workarounds
- Review and implement customer environment changes, including acting as technical reviewer for changes raised by colleagues
- Maintain documentation, runbooks, and knowledge base articles to cut down repeat escalations and upskill the team
- Spot opportunities to expand services for customers and flag these to account management
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REQUIRED:
- Microsoft AZ-104 certification
- VMware Certified Professional is desirable
- 4+ years’ experience in a similar role
- Extensive experience in Azure, VMware, Active Directory, Exchange, Intune, Conditional Access, and Storage/SAN
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