Senior Technical Support Engineer

We're seeking an experienced Senior Service Desk Engineer to join our Service Delivery team in Milton Keynes, taking ownership of escalated technical issues and P1 incidents while mentoring junior team members.

ABOUT THE ROLE

As a Senior Service Desk Engineer, you'll be the technical expert our team turns to when facing the most challenging incidents. Working from our Milton Keynes headquarters, you'll take ownership of P1 escalations while helping develop the next generation of technical talent on our service desk.

WHAT MAKES THIS DIFFERENT

This isn't your typical break-fix role. Our vCIO-led approach means you'll work strategically with clients, understanding their business context and helping drive long-term improvements. You'll have the backing of a founder-led company that invests in your growth and gives you the tools to deliver exceptional outcomes.

WHAT YOU WILL DO

• Lead the resolution of P1 incidents and complex technical escalations across Microsoft 365, Exchange Online, and enterprise infrastructure
• Provide expert-level support for VMware, Hyper‑V virtualization environments, and network infrastructure troubleshooting
• Configure and manage Microsoft Intune, Mimecast email security, and SonicWall firewall solutions for client environments
• Mentor junior service desk engineers and provide technical guidance during challenging incidents
• Collaborate with vCIO teams to identify recurring issues and drive process improvements
• Maintain detailed documentation of complex resolutions and contribute to knowledge base development
• Act as the technical escalation point during out-of-hours incidents when required
• Work directly with clients during critical incidents, providing clear communication and regular updates
• Support the implementation of new technologies and assist with client onboarding projects

WHAT WE ARE LOOKING FOR

• 5+ years of experience in a senior service desk or technical support role within an MSP environment
• Expert knowledge of Microsoft 365 suite including Exchange Online, SharePoint, and Teams administration
• Strong experience with Microsoft Intune for device management and mobile device policies
• Hands‑on experience with VMware vSphere and Hyper‑V virtualization platforms
• Proven experience configuring and troubleshooting SonicWall firewalls and network infrastructure
• Working knowledge of Mimecast email security and archiving solutions
• Strong networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies
• Excellent communication skills with ability to explain technical concepts to non‑technical stakeholders
• Microsoft certifications (MS‑100, MS‑101, MD‑101) or equivalent technical qualifications
• Experience with PowerShell scripting and automation tools
• ITIL Foundation certification and experience with ITSM platforms
• Familiarity with cybersecurity frameworks and incident response procedures
• Previous experience working in a vCIO‑led service delivery model

WHAT WE OFFER

• Comprehensive training and development budget with clear career progression pathways
• Hybrid working arrangements with modern office facilities in Milton Keynes
• Competitive salary with performance‑based bonuses and annual reviews
• 25 days annual leave plus bank holidays, with option to purchase additional days
• Health and wellbeing benefits including private healthcare and mental health support
• Opportunity to work with cutting‑edge AI transformation projects

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