At a Glance
- Tasks: Lead technical support for complex incidents and mentor junior engineers.
- Company: Dynamic tech company in Milton Keynes focused on growth and innovation.
- Benefits: Hybrid work, competitive salary, training budget, and health benefits.
- Other info: Join a supportive team with clear career progression and exciting projects.
- Why this job: Make a real impact while working with cutting-edge technology and clients.
- Qualifications: 5+ years in technical support, expert in Microsoft 365 and virtualization.
The predicted salary is between 40000 - 50000 £ per year.
We're seeking an experienced Senior Service Desk Engineer to join our Service Delivery team in Milton Keynes, taking ownership of escalated technical issues and P1 incidents while mentoring junior team members.
ABOUT THE ROLE
As a Senior Service Desk Engineer, you'll be the technical expert our team turns to when facing the most challenging incidents. Working from our Milton Keynes headquarters, you'll take ownership of P1 escalations while helping develop the next generation of technical talent on our service desk.
WHAT MAKES THIS DIFFERENT
This isn't your typical break-fix role. Our vCIO-led approach means you'll work strategically with clients, understanding their business context and helping drive long-term improvements. You'll have the backing of a founder-led company that invests in your growth and gives you the tools to deliver exceptional outcomes.
WHAT YOU WILL DO
- Lead the resolution of P1 incidents and complex technical escalations across Microsoft 365, Exchange Online, and enterprise infrastructure.
- Provide expert-level support for VMware, Hyper‑V virtualization environments, and network infrastructure troubleshooting.
- Configure and manage Microsoft Intune, Mimecast email security, and SonicWall firewall solutions for client environments.
- Mentor junior service desk engineers and provide technical guidance during challenging incidents.
- Collaborate with vCIO teams to identify recurring issues and drive process improvements.
- Maintain detailed documentation of complex resolutions and contribute to knowledge base development.
- Act as the technical escalation point during out-of-hours incidents when required.
- Work directly with clients during critical incidents, providing clear communication and regular updates.
- Support the implementation of new technologies and assist with client onboarding projects.
WHAT WE ARE LOOKING FOR
- 5+ years of experience in a senior service desk or technical support role within an MSP environment.
- Expert knowledge of Microsoft 365 suite including Exchange Online, SharePoint, and Teams administration.
- Strong experience with Microsoft Intune for device management and mobile device policies.
- Hands‑on experience with VMware vSphere and Hyper‑V virtualization platforms.
- Proven experience configuring and troubleshooting SonicWall firewalls and network infrastructure.
- Working knowledge of Mimecast email security and archiving solutions.
- Strong networking fundamentals including TCP/IP, DNS, DHCP, and VPN technologies.
- Excellent communication skills with ability to explain technical concepts to non‑technical stakeholders.
- Microsoft certifications (MS‑100, MS‑101, MD‑101) or equivalent technical qualifications.
- Experience with PowerShell scripting and automation tools.
- ITIL Foundation certification and experience with ITSM platforms.
- Familiarity with cybersecurity frameworks and incident response procedures.
- Previous experience working in a vCIO‑led service delivery model.
WHAT WE OFFER
- Comprehensive training and development budget with clear career progression pathways.
- Hybrid working arrangements with modern office facilities in Milton Keynes.
- Competitive salary with performance‑based bonuses and annual reviews.
- 25 days annual leave plus bank holidays, with option to purchase additional days.
- Health and wellbeing benefits including private healthcare and mental health support.
- Opportunity to work with cutting‑edge AI transformation projects.
Senior Technical Support Engineer in Milton Keynes employer: Aztech IT Solutions
Join our dynamic team in Milton Keynes as a Senior Technical Support Engineer, where you'll not only tackle complex technical challenges but also play a pivotal role in mentoring the next generation of talent. Our founder-led company prioritises your professional growth with comprehensive training budgets, hybrid working options, and a supportive work culture that values innovation and collaboration. Enjoy competitive salaries, generous leave policies, and the opportunity to engage in exciting AI transformation projects, making this an exceptional place for meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Aztech IT Solutions. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Aztech IT Solutions before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Technical Support Engineer in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Aztech IT Solutions:Your cover letter is your chance to shine! Tell us why you want to work at Aztech IT Solutions specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Aztech IT Solutions!
How to prepare for a job interview at Aztech IT Solutions
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
