Job Description

NO RECRUITMENT AGENCIES

MUST HAVE A MINIMUM OF 3 YEARS MSP WORK EXPERIENCE

Are you a Senior Service Desk Engineer looking to work in a busy and challenging managed service provider environment?

Swiftcomm is seeking a Senior Service Desk Engineer to join our small but expanding team. You will spend the majority of your days working from our office based in Sawtry (Peterborough). You will be the senior escalation path for the helpdesk team.

Job Responsibilities:

Ensuring that our customer's IT environments are working efficiently. Your role will include the following activities;

Service Desk Escalation

- Provide escalation support to the existing service desk engineers.

Project Management

- Provide scope and implementation of customer infrastructure requirements.

Ticket & Time Management

- Working from Autotask PSA to document customer issues and accurately track the time associated to support/project works.

Documentation

- Ensure that any new or existing implementation is documented within IT Glue.

SLA Driven

- Ensuring that we are meeting customer expectations; both from project implementation and a support perspective.

Communication

- Answering the phones within a timely manner and the ability to communicate effectively over both voice, video and on occasion face to face meetings with customers.

Development

- Take responsibility for your own personal development, ensuring that you stay up to date with the latest industry technologies.

Availability

- Occasional on-call work may be required including evenings and weekends.

Skills & Experience

3+ years' work experience within an MSP environment or previous IT support role. Understanding and troubleshooting various complex IT faults at a third-line level. Self-motivated to take ownership of both project and support cases. Capable of meeting strict deadlines with changing workloads and priorities. Able to communicate verbally and in writing to both technical and non-technical audiences.

Technical Skillset

Microsoft Windows Server (Expert level) Microsoft Office 365 (Expert level) Microsoft Office Exchange (Expert level) Microsoft SharePoint (Expert level) Microsoft Azure (Intermediate level) Microsoft Intune (Intermediate level) Networking Technologies Active Directory Firewalls, Router & VPN Technologies (Watchguard desirable). VoIP/SIP knowledge (desirable).

Salary/benefits

37,500 Annual salary. Working hours are Monday to Friday, 9am to 5pm. Occasional evening or weekend work, as paid overtime or time off in lieu. 30-days including bank holiday annual leave - increasing with time of service. Company laptop and mobile phone allowance. Company Pension Scheme. Company Private Medical & Dental Various employee perks including technology funds. Receive up to 10 training days per annum, relevant to your position.
Job Type: Full-time

Pay: 37,500.00 per year

Benefits:

Company events Company pension Employee discount Flexitime On-site parking Private dental insurance Private medical insurance Sick pay
Schedule:

Monday to Friday
Ability to commute/relocate:

Huntingdon, PE28 5SB: reliably commute or plan to relocate before starting work (required)
Work Location: In person

Reference ID: SWIFTCOMM-14-07-2025