Service Desk – Senior Support Engineer
About Role:
Reporting directly to the Service Desk Manager, as the Service Desk Senior Support Engineer, you will be responsible for resolving complex technical issues escalated from lower tiers of support. Your role will involve advanced troubleshooting, root cause analysis, and hands-on technical expertise to ensure timely and effective resolution. In addition, you will leverage AI-driven tools and automation technologies to optimise support workflows, reduce manual intervention, and enhance service efficiency.
You will collaborate with cross-functional teams to design and implement strategies for continuous improvement, including predictive analytics and automated remediation processes. The role requires proven experience with Windows and Linux servers across AWS, Azure, and on-premises infrastructure
About You:
You operate at a minimum of Level 3 SFIA responsibility, demonstrating the ability to work effectively under general supervision. You communicate clearly with stakeholders, plan and monitor your own workload, utilise systematic approaches to problem-solving, contribute to team-based improvements, and consistently uphold professional standards regarding security, privacy, and ethics.
Primary Responsibilities:
• Provide expert-level technical support and, where possible, first-time fixes to internal users and teams, addressing escalated issues efficiently and professionally.
• Perform thorough root cause analysis of complex technical problems and implement solutions to prevent future occurrences.
• Collaborate with Service Desk and ICE support teams to share knowledge and provide guidance in resolving challenging technical issues.
• Ensure timely and accurate documentation of support activities, including troubleshooting steps, solutions, and outcomes. • Engage with users to effectively communicate technical solutions and provide exceptional customer service.
• Own the Service Desk incident queue, ensuring SLAs are met, trends are analysed (including with AI analytics), and incidents are fully documented and closed; contribute to continual improvement of incident procedures.
• Contribute to the development, enhancement and automation of support processes, tools, and knowledge base resources. • Keep up to date with industry trends, emerging technologies, and best practices to continuously improve your technical skills and stay ahead of the curve.
• Take an active role in reviewing changes created by the Technology and Security Engineering Groups, providing input on risk analysis where necessary.
• Promoting continuous improvement and best practice within the department, including the mentoring of other team members.
Essential Skills:
• Proven experience as a 3rd Line Support Engineer or similar role, with a strong track record of resolving complex technical issues.
• Proficiency in diagnosing and troubleshooting hardware, software, and network-related problems.
• In-depth knowledge of Windows and Linux operating systems, Exchange, Active Directory, Virtualization Technologies, Cloud technologies, Cisco & Dell Networking and Networking Skills (sub-netting, DNS, DHCP, STP, OSPF, RIP, EIGRP and BGP, MPLS technologies).
• Experience working with Internet Information Services (IIS), Virtual Telephony/VoIP services, on-premises clustered server management (VMWare/vSphere), HAProxy Administration, web/email security and certificate management.
• Administration of Cloud Infrastructure (AWS/Azure) and Event/Alert Management Systems (SolarWinds, PRTG, Site 24/7)
• Excellent communication and interpersonal skills, with the ability to convey technical information clearly to both technical and non-technical audiences.
• Proficiency in leveraging AI and automation tools (e.g., Microsoft Copilot, Power Automate, or similar platforms) to streamline IT service desk operations, including incident triage, root cause analysis, and resolution workflows.
Desirable Skills:
• An understanding of Shared Storage Administration (e.g. Dell Powerstore / Compellent), Enterprise backup solutions (Veeam) and OSI/TCP/IP modelling.
• Ability to design and implement automated processes that reduce manual intervention, improve response times, and enhance user experience.
• Familiarity with AI-based predictive analytics for proactive issue detection and capacity planning.
• Project management of small automation initiatives
• Requirements definition for improvements/automation
• Asset/CMDB ownership and reporting
• A familiarity with the ITIL framework and the best practices for Incident, Problem, and Change management.
• Industry certifications such as MCSA Windows Server Certification and ITIL Foundation Level Certification, are a plus If you are a driven and skilled IT professional looking to take your career to the next level, we encourage you to apply for the position of Service Desk Technical Support Engineer (3rd Line) at Creditsafe If you are a driven and skilled IT professional looking to take your career to the next level, we encourage you to apply for the position of Service Desk Technical Support Engineer (3rd Line) at Creditsafe