Senior Service Desk Engineer (3rd Line / with Field)

Senior Service Desk Engineer (3rd Line / with Field)

IT Service Desk Team

Full time

Permanent

Be the Engineer Customers Remember

At The HBP Group, we believe great technology is only part of the solution. What truly sets us apart is our people and the effortless experience they create for our customers.

We're looking for a Senior Service Desk Engineer (3rd Line) who thrives on solving complex technical challenges, taking ownership when others can't, and restoring customer confidence when it matters most.

This isn't a typical 3rd Line support role.

You'll be our senior technical troubleshooter the person we trust to step into our most challenging customer situations, coordinate teams, solve complex infrastructure issues, and deliver outcomes that leave customers feeling supported, informed and valued.

If you're technically exceptional, calm under pressure, and passionate about delivering outstanding customer experiences, we'd love to hear from you.

As one of our senior technical specialists, you'll:

• Own and resolve high-priority technical escalations from start to finish.
• Act as the senior technical contact during major customer incidents.
• Travel to customer sites when hands-on expertise is needed.
• Lead investigations across Microsoft, networking, cloud and infrastructure technologies.
• Work closely with Project Delivery, Service Delivery, Technical Services and third-party vendors.
• Communicate confidently with customers, translating technical complexity into clear, reassuring updates.
• Identify root causes-not just quick fixes-and drive continual service improvement.
• Help improve standards, documentation and processes across the business.

We're looking for someone who combines deep technical knowledge with outstanding customer skills.

• 3+ years in a senior technical support or infrastructure role
• Experience supporting business-critical environments
• Strong troubleshooting and diagnostic skills
• Excellent communication and stakeholder management
• Ability to prioritise multiple complex issues simultaneously
• Full UK driving licence and willingness to travel to customer sites

You'll have experience across several of the following:

• Microsoft 365
• Windows Server
• Active Directory & Entra ID
• Networking (Switching, Routing, Firewalls & VPNs)
• VMware / Hyper-V
• Storage technologies
• Backup & Disaster Recovery
• Security technologies

Microsoft certifications and networking certifications are highly desirable.

Technical skills will get you noticed.

Your attitude is what will make you successful.

At HBP we look for people who:

• Take ownership rather than passing problems on.
• Build trust through honest, proactive communication.
• Make technology easy for customers to understand.
• Stay calm and solutions-focused under pressure.
• Work collaboratively across teams.
• Constantly look for ways to improve both customer experience and service delivery.

We believe every interaction should make life easier for our customers.

We're committed to creating an environment where talented people can do their best work.

• Working with modern Microsoft and infrastructure technologies
• Exposure to complex enterprise environments
• Opportunities for technical development and certifications
• A collaborative, supportive culture
• Genuine autonomy and responsibility
• A role where your expertise has real impact on customers and the business

Closing Date: 4th September 2026

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.

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