onsite
Senior Service Desk Engineer - Zenzero Solutions
Software Engineer
We're looking for a Software Engineer focused on designing and building scalable technical solutions. This senior role requires 3+ years of relevant experience.
About the role
- 3+ years’ experience in a Managed Services (MSP/MSSP) environment
- Strong knowledge of Microsoft 365, Azure, Active Directory, Intune, Windows 11 and MacOS
- Solid understanding of security fundamentals (malware, phishing, anti-virus, IP spoofing)
- Experience with ITSM tools (e.g. ConnectWise, ServiceNow, Autotask)
- Working knowledge of ITIL frameworks (incidents, requests, change)
- Excellent troubleshooting and problem-solving skills
- A collaborative mindset with the confidence to lead and support others
- Exposure to project delivery at a mid-level
- AWS Cloud Practitioner
- CCNA
- CompTIA Security+
- ITIL Foundation
- Microsoft Azure certifications (Fundamentals or Administrator)
- Own and resolve complex, time-sensitive and VIP support tickets
- Act as an escalation point for Service Desk Engineers
- Coach and mentor team members to improve capability and confidence
- Ensure all tickets meet SLA/KPI targets and quality standards
- Collaborate with customers, providing clear and professional communication
- Maintain accurate documentation, notes, and time tracking
- Support the Service Desk Team Leader when required
- Contribute during service disruptions and critical incidents
- Maintain and improve support documentation and knowledge bases
- Work closely with internal teams and third parties to resolve issues
- Support change control, problem management, and service improvements
- Help drive process adherence and identify opportunities for optimisation
- Take part in training, knowledge sharing, and continuous improvement
- Consistently high-quality support delivered within SLA
- Strong relationships with customers and internal teams
- A well-supported, continuously improving Service Desk
- Proactive contributions to team development and service excellence
- Private health insurance
- Generous holiday allowance + a day off on your birthday
- Flexible working patterns
- Enhanced pension contributions
- Regular social events across all our offices