About the role
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.