Senior Service Desk Engineer

An exciting opportunity to join one of the UK’s most progressive IT companies, helping to shape a different approach to managed IT services. As a leading technology partner, the technical standards achieved across all roles and levels are very high, so this is a fantastic environment to work in, whether you are at entry level or a senior engineer looking for a more challenging role. Based at our head office in Bishop’s Stortford, ITVET supports clients across the UK, delivering managed IT services across a range of complex environments. As a Senior Engineer, you will be the highest escalation point within the Service Desk, trusted to resolve complex and business-critical issues, provide technical leadership and uphold the high technical standards ITVET is known for. This role is suited to an experienced MSP professional who thrives on problem-solving, takes ownership and is committed to delivering an outstanding customer experience. Act as the highest technical escalation point within the Service Desk, resolving complex and non-standard issues that cannot be resolved by lower technical tiers Act as a key technical authority for Change Requests and Technical Validations, ensuring all changes meet ITVET’s technical standards, are appropriately risk assessed, and are fit for purpose before implementation Take ownership of major incidents, driving investigation, resolution, communication and root cause analysis to a high professional standard Provide technical guidance, mentoring, and support to all levels of the service desk Maintain exceptional customer service standards, particularly in high pressure or business critical situations Identify recurring issues and contribute to problem management, root cause analysis, and long-term fixes Strong emphasis on contribution to the improvement of processes, documentation, standards, and technical quality across the Service Desk Represent ITVET’s values, professionalism, and technical excellence in all client interactions Senior Engineers are expected to operate confidently across a wide range of technologies, typically including: Servers - Windows Server, Linux, Active Directory, Group Policy, RDS Microsoft 365 - Advanced administration across Exchange, Teams, SharePoint, and licensing Azure - Strong experience with Azure portal, tenant configuration, migrations, NSG, VMs, and cost management Endpoint Manager (Intune) - MDM, MAM, compliance policies, device configuration Workstations - Windows 10/11, Office 365, printing, user environments Telephony - SIP, PBX systems Web Hosting & Linux - Domain management, cPanel, Linux administration Depth of knowledge is expected in multiple areas, with the ability to lead investigations rather than follow runbooks.