Engineer, Enterprise Service Desk

Overview -

The Enterprise Service Desk Engineer supports and maintains a multi-tenant hosted infrastructure, acting as a Tier 3 escalation point for complex technical issues within the Enterprise Service Desk. The role includes support and administration of client environments across a broad range of technologies and coordination with clients and third-party vendors. This position also works closely with SME engineering teams to ensure client platform stability, reliability, and service continuity. 

Responsibilities (including but not limited to the following):

• Respond to escalated issues from Tier 1 and Tier 2 Service Desk Administrators in a timely and professional manner
• Take ownership of escalated issues through to full resolution
• Manage and support a multi-tenant hosted platform within a team-based environment
• Manage VMware virtualised environments
• Support physical datacentre infrastructure and associated resources
  • Work closely with clients and third parties to resolve escalated issues
• Provide out-of-hours escalation support on a rotating schedule (approximately every 2–3 months)
• Maintain a high level of interaction with Tier 1 and Tier 2 teams, fostering positive and effective working relationships
• Provide regular status updates on outstanding tickets and active project work in ServiceNow
• Cover a range of shifts between 7:00am and 6:00pm, including during periods of colleague holiday and sickness
• Occasionally perform scheduled maintenance or project work over evening and weekends

Technical Skills & Experience 

Strong technical knowledge in the following areas: 

• Advanced Windows domain administration and troubleshooting 
• Microsoft 365, including Teams, Exchange, Intune, SharePoint, Azure Cloud, and Azure AD 
• Storage Area Networks (Nimble, Pure Storage) 
• Public cloud platforms (Azure and AWS) 
• Multi-factor authentication solutions (Microsoft Authenticator, DUO) 
• Backup and recovery solutions (Veeam, MSP360, AWS) 
• Core networking concepts including TCP/IP, LAN/WAN, DHCP, DNS, routing, switching, and firewalls 
• Citrix XenApp administration 
• Identity and access management (Okta) 
• Windows Server and Linux Server OS management 
• Virtualisation platforms (VMware, Proxmox) 
• Secure Email Gateway / Email Security Gateway solutions (Proofpoint, Mimecast) 
• PowerShell scripting 
• Endpoint protection / Anti-Virus software (SentinelOne) 
• VoIP systems and platforms (Cisco, Microsoft Teams) 

Qualifications:

• Bachelor’s degree or equivalent in professional experience 
• Microsoft Certified preferred (AZ104, MSCE, Windows server admin) 
• VMWare Certified beneficial (VCP VCA) 
• Networking Certs beneficial 
• Minimum 3-5 years’ experience in a Tier 2 / 3 support team or similar role 
• MSP experience preferred 

The benefits package consists of:
• Generous annual leave entitlement plus bank holidays (pro-rata if part-time working hours apply)
• Gym discount
• Life insurance
• Comprehensive travel insurance for you and your family in line with scheme rules
• Confidential well-being and counselling support
• Competitive Compensation
• Contributory pension scheme
• Company events
• Private Medical and Dental Insurance

If you feel you have the necessary experience to go forward for this role, please apply now. We'd love to see your CV.