At a Glance
- Tasks: Solve complex technical challenges and deliver outstanding customer experiences.
- Company: Join HBP Group, where technology meets exceptional people.
- Benefits: Enjoy a supportive culture, technical development, and genuine autonomy.
- Other info: Collaborative environment with opportunities for growth and certifications.
- Why this job: Make a real impact while working with cutting-edge Microsoft and infrastructure technologies.
- Qualifications: 3+ years in senior technical support and strong troubleshooting skills required.
The predicted salary is between 40000 - 50000 £ per year.
- Senior Service Desk Engineer (3rd Line / with Field)
- IT Service Desk Team
- Full time
- Permanent
- Be the Engineer Customers Remember
At The HBP Group, we believe great technology is only part of the solution. What truly sets us apart is our people and the effortless experience they create for our customers.
We’re looking for a Senior Service Desk Engineer (3rd Line) who thrives on solving complex technical challenges, taking ownership when others can’t, and restoring customer confidence when it matters most.
This isn’t a typical 3rd Line support role.
You’ll be our senior technical troubleshooter... the person we trust to step into our most challenging customer situations, coordinate teams, solve complex infrastructure issues, and deliver outcomes that leave customers feeling supported, informed and valued.
If you're technically exceptional, calm under pressure, and passionate about delivering outstanding customer experiences, we'd love to hear from you.
What You'll Be Doing
As one of our senior technical specialists, you’ll
- Own and resolve high-priority technical escalations from start to finish.
- Act as the senior technical contact during major customer incidents.
- Travel to customer sites when hands-on expertise is needed.
- Lead investigations across Microsoft, networking, cloud and infrastructure technologies.
- Work closely with Project Delivery, Service Delivery, Technical Services and third-party vendors.
- Communicate confidently with customers, translating technical complexity into clear, reassuring updates.
- Identify root causes—not just quick fixes—and drive continual service improvement.
- Help improve standards, documentation and processes across the business.
- What You’ll Bring
We’re looking for someone who combines deep technical knowledge with outstanding customer skills.
- 3+ years in a senior technical support or infrastructure role
- Experience supporting business-critical environments
- Strong troubleshooting and diagnostic skills
- Excellent communication and stakeholder management
- Ability to prioritise multiple complex issues simultaneously
- Full UK driving licence and willingness to travel to customer sites
- Technical expertise
You’ll have experience across several of the following
- Microsoft 365
- Windows Server
- Active Directory & Entra ID
- Networking (Switching, Routing, Firewalls & VPNs)
- VMware / Hyper-V
- Storage technologies
- Backup & Disaster Recovery
- Security technologies
Microsoft certifications and networking certifications are highly desirable.
What Makes You Different
Technical skills will get you noticed.
Your attitude is what will make you successful.
At HBP we look for people who
- Take ownership rather than passing problems on.
- Build trust through honest, proactive communication.
- Make technology easy for customers to understand.
- Stay calm and solutions-focused under pressure.
- Work collaboratively across teams.
- Constantly look for ways to improve both customer experience and service delivery.
We believe every interaction should make life easier for our customers.
Why Join The HBP Group?
We’re committed to creating an environment where talented people can do their best work.
- Working with modern Microsoft and infrastructure technologies
- Exposure to complex enterprise environments
- Opportunities for technical development and certifications
- A collaborative, supportive culture
- Genuine autonomy and responsibility
- A role where your expertise has real impact on customers and the business
We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.
Due to the high number of applications, we thank all applicants for their interest; however, only those selected for an interview will be contacted.
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Senior Service Desk Engineer (3rd Line / with Field) in Scunthorpe employer: The HBP Group
The HBP Group is an excellent employer for those looking to thrive in a dynamic IT environment, offering a collaborative work culture that values innovation and client engagement. With a focus on employee growth, you will have access to continuous learning opportunities and the chance to lead impactful projects across the UK. Join us to be part of a team that not only embraces technology but also prioritises meaningful relationships with clients and colleagues alike.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Service Desk Engineer (3rd Line / with Field) in Scunthorpe
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The HBP Group. 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 The HBP Group 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 Service Desk Engineer (3rd Line / with Field) in Scunthorpe
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 The HBP Group:Your cover letter is your chance to shine! Tell us why you want to work at The HBP Group 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 The HBP Group!
How to prepare for a job interview at The HBP Group
✨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.
