Senior Service Desk Engineer (3rd Line)

Senior Service Desk Engineer (3rd Line) - £400-£450 per day - Inside IR35 - 3 days per week on site near Euston Station - 6 months initial contract

My client is looking for an experienced Senior Service Desk Engineer with strong 3rd line support experience to join their growing IT function. This is an excellent opportunity for a highly capable engineer with deep expertise in Intune/Endpoint Manager, alongside advanced Microsoft technology skills and a solid background in resolving complex technical issues.

The successful candidate will play a key role in escalated support, automation, service improvement, and mentoring junior team members.

Key Responsibilities -

• Act as a 3rd line escalation point for complex Incidents, Problems, and non-standard Requests.
• Provide advanced technical support across the Microsoft ecosystem: Active Directory, Azure, Microsoft 365, Exchange, Intune/Endpoint Manager.
• Design, develop, and maintain Power Apps solutions to automate workflows and integrate with Microsoft 365 and other data sources.
• Configure, manage, and troubleshoot Intune/Endpoint Manager for device compliance, application deployment, and endpoint security.
• Investigate and resolve complex endpoint issues and policy-related challenges.
• Follow the organisation’s Change Control procedures for authorised changes.
• Work closely with the Service Desk Manager and other IT teams to ensure seamless service delivery.
• Monitor service desk performance metrics and identify opportunities to enhance efficiency and service quality.
• Create and maintain clear technical documentation and knowledge base materials.
• Mentor junior service desk staff, providing technical guidance and supporting their development.
• Ensure adherence to ITIL best practices across Incident, Request, Problem, and Change Management.

Required Skills & Experience -

• Proven 3rd line technical support experience within a service desk or infrastructure support environment.
• Strong, hands-on expertise with Intune/Endpoint Manager, including compliance configuration, secure app deployment, and advanced troubleshooting.
• Demonstrable experience in Power Apps development, automation, and integration across Microsoft 365.
• Solid understanding of Microsoft technologies: Active Directory, Azure, Microsoft 365, Exchange.
• Proficiency with PowerShell scripting for automation and diagnostics.
• Good understanding of networking fundamentals such as DNS, DHCP, and VPN.

Process & Compliance Knowledge -

• Working knowledge of ITIL best practices.
• Ability to follow structured Change Control processes.
• Awareness of security frameworks such as Cyber Essentials and ISO 27001.

Soft Skills -

• Strong analytical and problem-solving ability with a proactive approach.
• Excellent communication skills for both technical and non-technical audiences.
• Ability to coach and mentor junior engineers, encouraging knowledge sharing.
• Customer-focused mindset with a commitment to high service standards.
• Innovative thinker who looks for continuous improvement and brings fresh ideas to enhance processes.

Desirable Certifications -

• Microsoft Certified: M365, Intune
• ITIL Foundation
• CompTIA Network+