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.

Work Authorization & Sponsorship

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.

Use of Artificial Intelligence in Hiring

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.