At a Glance
- Tasks: Provide advanced technical support and mentor junior engineers in a dynamic environment.
- Company: Join a rapidly growing Managed Service Provider committed to your development.
- Benefits: Competitive salary, clear progression path, ongoing training, and exposure to modern technologies.
- Other info: Collaborative culture that values initiative and offers excellent career growth opportunities.
- Why this job: Make a real impact while advancing your career in a supportive and innovative culture.
- Qualifications: Experience in senior technical roles with strong troubleshooting and mentoring skills.
The predicted salary is between 40000 - 50000 £ per year.
Overview
Join a rapidly growing Managed Service Provider (MSP) that is committed to investing in its people, offering continuous development, strong leadership, and exposure to a diverse range of technologies.
This is an exciting opportunity for an experienced IT professional who is ready to take the next step in their career.
You\'ll act as a senior technical escalation point, supporting complex customer environments while mentoring junior engineers and helping to drive service excellence across the support team.
Key Responsibilities
- Provide advanced 2nd/3rd line technical support across a diverse client base
- Act as an escalation point for complex technical issues and major incidents
- Manage, prioritise, and take ownership of support tickets, ensuring SLA targets are consistently met
- Troubleshoot and resolve infrastructure, network, cloud, and end-user issues both remotely and on-site
- Mentor and support junior engineers, sharing technical knowledge and best practices
- Assist the Service Desk Manager in maintaining service quality, processes, and operational efficiency
- Contribute to technical documentation, knowledge base articles, and process improvements
- Liaise with vendors and third-party suppliers to resolve technical issues and manage escalations
- Build and maintain strong customer relationships through excellent communication and service delivery
- Participate in project work, migrations, and technology deployments where required
Requirements
- Proven experience in a Senior 2nd Line, 3rd Line, or technical escalation role, ideally within an MSP or VAR environment
- Strong troubleshooting skills across Microsoft technologies, networking, and cloud platforms
- Experience supporting Microsoft 365, Windows Server, Active Directory, Azure, Intune, and virtualisation technologies
- Ability to manage multiple priorities and work effectively in a fast-paced environment
- Experience mentoring or supporting junior team members
- Strong customer-facing and stakeholder management skills
- Excellent communication, documentation, and problem-solving abilities
- A proactive mindset with a passion for delivering exceptional customer service
- Microsoft certifications (MS-900, MS-102, AZ-900, AZ-104, or equivalent)
- Experience with RMM, PSA, and ticketing platforms
- Knowledge of cyber security best practices and modern endpoint management
- Previous involvement in IT projects, migrations, or service improvement initiatives
- What\'s on Offer
- Competitive salary and benefits package
- Clear progression path towards Team Lead, Service Desk Manager, or Technical Consultant roles
- Ongoing training, certifications, and professional development
- Exposure to a wide range of modern technologies and customer environments
- Opportunity to mentor and influence the development of the service desk function
- Supportive leadership within an award-winning and growing MSP
- A collaborative culture that values initiative, innovation, and career growth
- #J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Engineer in Northampton
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Robertson Sumner values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Robertson Sumner might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Robertson Sumner!
✨Direct Apply to Robertson Sumner
Let's not forget to apply directly through the Robertson Sumner website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Senior Service Desk Engineer in Northampton
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Robertson Sumner.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Robertson Sumner. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Robertson Sumner
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
