At a Glance
- Tasks: Provide advanced IT support and resolve technical incidents while collaborating with specialist teams.
- Company: Join AllPoints Fibre Networks, a leader in revolutionising UK connectivity.
- Benefits: Enjoy private medical insurance, 30 days leave, and wellness perks like company-paid massages.
- Other info: Diversity and inclusion are at our core; we welcome applicants from all backgrounds.
- Why this job: Make a real impact in a fast-paced, innovative environment focused on customer satisfaction.
- Qualifications: Experience in IT support, strong knowledge of Microsoft 365, and excellent problem-solving skills.
Senior Service Desk Engineer
The Senior Service Desk Engineer at AllPoints Fibre Networks will play a critical role in delivering exceptional IT support services across the business. You will be responsible for resolving technical incidents and escalations, collaborating with specialist teams to ensure issues are resolved within agreed service levels, and proactively identifying opportunities to improve service performance. As a senior member of the Service Desk function, you will provide technical expertise, support the development of colleagues, and help maintain high levels of customer satisfaction and operational excellence.
AllPoints Fibre is revolutionising connectivity across the UK.
As a cutting-edge full fibre network wholesaler, we simplify access to high-speed broadband through a powerful, API-driven platform that unifies major networks like Openreach, BT Wholesale, and CityFibre.
Our agile platform, aquila, empowers service providers with seamless automation, real-time visibility, and rapid scalability, making it an exciting environment for professionals who thrive on innovation, efficiency, and delivering smarter digital solutions.
What You Will Be Doing
- Providing advanced technical support and resolving escalated Service Desk incidents.
- Collaborating with 3rd line engineers and wider technical teams to ensure seamless issue resolution.
- Acting as a key point of contact for customer enquiries, delivering outstanding customer service and communication.
- Performing advanced troubleshooting and diagnostics across hardware, software, networking, and end‑user technologies.
- Supporting and mentoring colleagues within the Service Desk team to enhance technical capability and reduce unnecessary escalations.
- Maintaining accurate documentation of incidents, solutions, knowledge articles, and best practices.
- Monitoring incident trends and implementing preventative measures and service improvements.
- Working with both Windows and macOS environments, alongside Microsoft 365 and endpoint management technologies.
About You
You're an experienced IT support professional who enjoys solving complex technical challenges and delivering excellent customer experiences. You are proactive, collaborative, and naturally driven to improve processes and services. You thrive in a fast‑paced environment, take ownership of issues, and are passionate about sharing knowledge and supporting the growth of others.
Your Skills
- Experience in an IT Service Desk or technical support environment.
- Strong technical knowledge of Microsoft 365 and Intune.
- Experience working with Service Desk technologies and ITIL methodologies.
- Strong understanding of Windows and macOS operating systems, application delivery, and lifecycle management.
- Excellent communication and interpersonal skills.
- Strong analytical and problem‑solving abilities.
Desirable
- ITIL v3/v4 Foundation certification.
- Microsoft certifications, such as AZ‑900.
- Experience with Jamf Pro.
- Experience with AWS technologies.
- Degree in IT, Computer Science, or a related discipline.
Benefits
- Bupa private medical insurance and dental cover, income protection insurance, group life insurance and a health plan to help with day to day expenses such as eye care.
- Massage paid for by company.
- 30 days' annual leave allowance (pro rata), plus bank holidays.
- Enhanced leave plans for illness or parental leave.
- Employer contributory pension.
- Cashback and voucher schemes to help cover living costs such as electricals and personal spending.
Diversity, Equity and Inclusion
At AllPoints Fibre, Diversity Makes Us Stronger. We're Building An Inclusive Workplace Where Everyone Feels Valued, Respected, And Empowered To Thrive. We're Committed To
- Fair pay and equal opportunities for all.
- Supporting underrepresented groups through our Women in Telecoms Network.
- Investing in future talent with our apprenticeship scheme and mentorship programmes.
- Ensuring every employee completes Equality, Diversity & Inclusion training.
- Creating a culture where every voice is heard and everyone has the opportunity to grow.
We welcome applicants from all backgrounds and experiences.
About Us
At AllPoints Fibre Networks (APFN), we make access to the UK's full fibre rollout seamless, scalable, and seriously stress‑free. We're a customer‑first, future‑ready network wholesaler, empowering our partners with a frictionless route to the largest full fibre footprint in the UK.
We're a team that values curiosity, ambition, and a get‑things‑done attitude. We're fast‑paced but supportive. Serious about what we do but never take ourselves too seriously. Whether you're collaborating across teams, solving complex challenges, or celebrating success, you'll find an environment where you can flourish and make a real impact.
If you require any reasonable adjustments during the recruitment process, please let us know in your application or contact us directly so we can support you throughout the selection process.
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Senior Service Desk Engineer (FTC 6 months) in Reading employer: AllPoints Fibre Networks
AllPoints Fibre Networks is an exceptional employer that prioritises employee well-being and professional growth. With a supportive work culture that values diversity and inclusion, employees enjoy comprehensive benefits including private medical insurance, generous annual leave, and opportunities for mentorship and development. Located in the heart of the UK's fibre network revolution, this role offers a dynamic environment where innovation thrives and every team member can make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Engineer (FTC 6 months) in Reading
✨Get Involved in Tech Meetups
If you're looking for a temporary gig in IT consulting, tech meetups can be a goldmine. They’re perfect for meeting potential employers and showcasing your skills in person. Don't just show up—share your ideas and engage in discussions. That's how we can make ourselves memorable!
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Create mini-projects or case studies that demonstrate your problem-solving skills or innovative solutions in IT. Sharing these on platforms like GitHub or personal blogs can showcase your abilities when connecting with potential employers or during interviews. Trust us, it makes a strong impression!
✨Apply Directly through Our Website
When you spot an opening at AllPoints Fibre Networks that excites you, don’t miss out on applying through our website directly. You won't just stand out in a sea of applicants; you’ll show that you’re proactively interested in their work. Plus, it's always good to simplify the process as much as possible!
We think you need these skills to ace Senior Service Desk Engineer (FTC 6 months) in Reading
Some tips for your application 🫡
Show Off Your Tech Skills:In IT consulting, showcasing your technical skills is essential. Make sure your CV lists relevant programming languages, software tools, or methodologies you've worked with. If you've tackled specific projects or have certifications (like AWS or Cisco), bring those to the forefront. We're always keen to see how you can apply your skills to solve problems!
Tailor Your Cover Letter:For a temporary role at AllPoints Fibre Networks, it's important to express your adaptability and eagerness to learn. In your cover letter, highlight how your past experiences have prepared you for quick integration into new teams and projects. A personal touch showing your excitement for the specific challenges at AllPoints Fibre Networks can make all the difference!
List Relevant Projects:If you’ve worked on consulting projects or tech rollouts, don’t hesitate to mention them! Detail the challenges you faced, your contributions, and the outcomes. This practical experience showcases your ability to deliver value in a short time frame, which is key for a temporary role in IT consulting.
Keep It Concise and Impactful:Given the temporary nature of the role, our hiring team at AllPoints Fibre Networks will appreciate a clear, concise application. Make your CV scannable with bullet points and emphasise your most relevant experiences. We want to see your capability at a glance, so aim for brevity without sacrificing detail!
How to prepare for a job interview at AllPoints Fibre Networks
✨Showcase Your Problem-Solving Skills
In IT consulting, you’ll often face complex issues that need quick solutions. Be ready to discuss past experiences where you tackled problems head-on, ideally using specific frameworks or tools. Think about how you can highlight your analytical thinking and decision-making process during the interview.
✨Brush Up on Relevant Technologies
Make sure you’re familiar with key technologies relevant to the role at AllPoints Fibre Networks. This might include project management tools, CRM software, or any specific programming languages they use. Being able to speak confidently about these can set you apart from other candidates.
✨Emphasise Your Adaptability
Being in a temporary role often means you need to hit the ground running. Prepare to showcase your ability to adapt to new environments and workflows. Maybe think of examples where you’ve quickly learned new systems or collaborated with diverse teams to achieve results in tight deadlines.
✨Pitch Your Consulting Mindset
Consulting is all about understanding client needs and delivering effective solutions. Present yourself as someone who can think strategically and provide actionable insights. Talk about how you plan to gather requirements and communicate findings to non-technical stakeholders at AllPoints Fibre Networks.
