Senior Service Desk Engineer

About The Role

2024 is going to be our biggest year so far!
ITC Service is looking to grow our team with the addition of another Senior Service Desk Engineer.
This is an office based/ hybrid role based at our Monkton HQ, NE31 2EX.
As one of the Northeast’s leading MSP’s we are looking for talented and ambitious engineers with a passion for IT and a desire to keep up with the latest technologies and developments within the field.
We are not in a rush to fill this position – we are looking for the right person with the right experience and most importantly the right attitude to help ITC continue to grow and deliver an exceptional service to our clients.
Whilst this position requires significant IT experience, the ideal candidate will value further training and development to ensure we are always one step ahead.
Being a team player is critical as well as being able to manage a workload effectively and independently.
As well as having the technical knowledge, the ability to follow our operational and cultural guidelines is a must – at ITC Service we believe that our commitment to our 4 pillars of Integrity, Trust, Communication and Service is what sets us apart from other MSP’s.
At ITC Service it is important that we build our team to support our longer-term vision and core values. We are building an awesome company culture and we believe our strength lies in our people. We want to make sure we have the right people, doing the right jobs to support cultural fit, team success and individual fulfilment.
This is why we use Harrison Assessments to support our recruitment process. The Harrison Assessments questionnaire helps us to identify your work preferences, motivations and personal expectations, as well as your technical abilities relevant to this particular role.
If you would like to be considered for this role please complete the Harrison assessment which can be found at (it should take 15-20 mins).

Skills Needed

System Administration:
Proficient knowledge of system administration, including managing servers, operating systems, virtualization technologies, and ensuring optimal performance and security. In addition, Microsoft Entra, 365 and associated portals experience is required.
Network Infrastructure:
A strong understanding of network infrastructure, including LAN, WAN, routers, switches, firewalls, and VPNs, is crucial. You should be able to troubleshoot network issues, configure network devices, and implement network security measures. Experience of Draytek and Unifi products would be a distinct advantage.
Troubleshooting and Problem Solving:
You must have excellent troubleshooting and problem-solving skills. You should be able to analyse complex technical issues, identify the root cause, and implement appropriate solutions efficiently. Once resolved, documentation of issues to reduce future ticket times is part of the role.
Scripting and Automation:
Proficiency in scripting languages like PowerShell, Python, or Bash would be highly advantageous.
Security and Compliance:
A strong understanding of security principles, best practices, and compliance requirements is vital. You should be familiar with security protocols, access controls, vulnerability management, and be able to implement security measures to protect systems and data. Strong Security, Endpoint Manager and Compliance Policy portal experience would be a distinct advantage.
Project Management:
Effective project management skills will be required. You should be able to plan, organize, and execute projects, coordinate with stakeholders, and manage timelines and resources effectively and independently.
The ability to create and maintain relevant technical documentation and training materials/workshops is a must, delivery of training and implementation materials for junior engineers would also form part of the role.


Desired Experience


  • At least 2 years of experience in at IT role
  • Good understanding of general Windows server, storage and networking technologies


  • Experience of working within a Managed Service Provider (MSP)

Job Benefits

  • Excellent Salaries:  We look to provide the best salaries for our people. 
  • Free Training:  Is available to all at any point in your career. 
  • Professional Development:  Is available to all at any point in your career. 
  • Salary Increases (Years in Service after 2 years) You can be safe in the knowledge that every year you will receive a £1,000 increase per year for the next 8 years. Regardless of other promotions 
  • Health Insurance:  We look to provide the absolute best medical cover possible for our team.   
  • Employee Assistance Programme (EAP)   
  • Dental & Optical Cashback 
  • Annual Leave (Years in Service):   an increase per year in your annual holiday entitlement for those who stay with us beyond 2 years 
  • A tax efficient company pension scheme with additional contribution from ITC Service 
  • Homeworking and Hybrid working opportunities 
  • Quarterly Social Events  
  • Assist to buy technology 
  • Great place to work, enjoy a friendly spacious atmosphere with access to free parking, rest areas, kitchen, and free food facility.  
  • cycle to work scheme
  • electric vehicle salary sacrifice scheme

Apply Now

Job Details


Monkton Business Park, Hebburn, NE31 2EX


Service Desk


Full time 8am-5pm Mon-Fri


£26,000-£32,000 depending upon experience