Engineer, Enterprise Service Desk

• 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

• 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.

• 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)

Candidates must be legally authorized to work in the country in which the position is based. At this time, we are unable to provide employment-based visa sponsorship for this position, now or in the future.

We may use artificial intelligence (AI) and other technology-assisted tools to support certain aspects of our recruiting and hiring process. These tools may assist with activities such as organizing, reviewing, or summarizing candidate information. AI-generated outputs or recommendations do not replace human judgment, and our hiring team maintains human review and oversight of employment decisions.