Senior Service Desk Engineer Location: Stoke-on-Trent Salary: Up to £35K (depending on experience) This is an excellent opportunity to join a dynamic and growing Managed Service Provider (MSP) that values technical expertise, customer service, and professional development. The successful candidate will benefit from: Work-Life Balance – Structured Monday to Friday, 8:30 AM – 5:30 PM schedule with no evening or weekend work Holiday Allowance – 21 days annual leave 8 bank holidays Career Development – Fully funded training and certifications to support ongoing professional growth The Role We are looking for an experienced Senior Service Desk Engineer to take a key role in the delivery of high-quality technical support to SMEs. This individual will act as an escalation point for complex technical issues, provide guidance for Service Desk Engineers, and contribute to project work that enhances the company’s IT service offerings. Day-to-day responsibilities will include troubleshooting advanced technical issues, managing Office 365 environments, implementing security best practices, and conducting on-site installations of hardware and networking equipment. Typical projects will involve: Setting up Exclaimer email signatures Onboarding new clients to Office 365 Configuring and deploying Intune and other device management solutions You will have a proactive, solution-focused approach and a strong commitment to delivering exceptional customer service. Key Responsibilities Act as an escalation point for the service desk, providing support and mentoring Service Desk Engineers Manage and resolve complex technical issues efficiently Conduct on-site installations of hardware and networking equipment Configure and manage Intune and other MDM solutions Ensure security best practices are followed across all solutions Support Windows 10/11, Office 365, Active Directory, and Windows Server environments Provide ongoing support and management for client systems, ensuring uptime and optimal performance Work closely with clients to ensure smooth transitions and successful implementations Contributing to process improvements and automation Essential Skills: Proven experience in a service desk environment, within an MSP Strong knowledge of Windows OS (Windows 10/11) and Windows Server Office 365 administration & troubleshooting experience Experience managing Active Directory and user accounts Familiarity with Intune and device management solutions Ability to support mobile devices (Android, iPhone, Tablets) Excellent problem-solving and communication skills Desirable Skills (Nice to Have): Experience with ConnectWise for ticketing & automation Knowledge of Watchguard UTM firewalls Familiarity with Unifi Kit for networking solutions Experience with Heimdal security suite Supporting Google Workspace & Dropbox alongside Office 365 Mac device management experience 3CX phone system (VoIP support) Key Behaviours Outgoing and approachable, with excellent communication skills Proactive, solution-focused mindset Demonstrate a customer-first approach to IT support Work well both independently and as part of a team Strong attention to security best practices