Service Desk STC

Company : Potentiam Ltd

Job Description - Service Desk STC

Potentiam is a fast-growing global offshore solutions provider connecting top talent with leading UK and European businesses. With offices across South Africa, Romania, India, and Brazil, we offer international exposure, real career progression, and the opportunity to work with high-performing global teams.

We combine global opportunity with local support - giving you the chance to grow, make an impact, and build a long-term career in a business that’s scaling fast.

Global clients. Clear progression. Real opportunity.

We are an equal opportunity employer. We encourage applications from people with disabilities and will provide reasonable accommodations during the hiring process.

About Our Client

Our client is a leading provider in the industry, offering a comprehensive portfolio of high-quality services. Their expertise spans award-winning managed services, strong data and development capabilities, advanced networking and infrastructure solutions, and robust security services. Recognized for excellence in the market, the organization is supported by strong customer references that underpin its continued success. It is a dynamic environment where talent can thrive, with clear opportunities for professional development and long-term career growth.

Purpose of Role

As a Service Desk Senior Technical Consultant, you will act as a senior technical escalation point, providing expert 3rd line support and delivering advanced infrastructure, cloud, security and endpoint management solutions for a diverse customer base. You will combine technical leadership, project delivery and proactive service improvement to ensure client environments remain secure, stable and aligned with business objectives. In addition, you will mentor colleagues, drive best practices and build trusted relationships with customers as a technical advisor.

Roles & Responsibilities

Provide senior-level 3rd line technical support and take ownership of complex incidents, escalations and service requests within agreed SLAs;

Act as a technical escalation point for the Service Desk, ensuring timely resolution of infrastructure, cloud, security and endpoint management issues;

Maintain and administer Windows Server, Active Directory, Microsoft Entra ID, Microsoft 365 and Azure environments;

Manage endpoint solutions including Microsoft Intune, Autopilot, MDM and device lifecycle management;

Deliver project engineering activities, including migrations, implementations and upgrades across Microsoft cloud and on-premises platforms;

Support and maintain Azure Infrastructure, Azure Virtual Desktop, Windows 365 and hybrid cloud solutions;

Perform root cause analysis for recurring incidents and implement permanent corrective actions to improve service stability;

Administer identity and access management, including MFA, Conditional Access and security best practices;

Monitor backup, disaster recovery and business continuity solutions, ensuring customer environments remain resilient and compliant;

Support virtualisation platforms including VMware and Hyper-V environments;

Collaborate with vendors, third parties and internal teams to resolve technical issues and deliver customer outcomes;

Create and maintain technical documentation, knowledge base articles, standards and operational procedures;

Provide technical mentoring, coaching and knowledge transfer to Service Desk engineers and colleagues;

Build trusted relationships with customers, acting as a technical advisor and contributing to service improvement initiatives;

Identify opportunities for automation, process optimisation and proactive service enhancements;

Skills, Qualfications & Abilities

4+ years of experience in a Senior Technical Consultant, 3rd Line Engineer, Infrastructure Engineer or similar managed services role;

Strong experience working within MSP or multi-customer managed service environments;

Advanced knowledge of Windows Server administration, Active Directory and Microsoft Entra ID;

Strong administration experience with Microsoft 365, including Exchange Online, Teams, SharePoint and related services;

Hands-on experience with Microsoft Azure infrastructure and cloud services;

Proven expertise in endpoint management technologies such as Intune, Autopilot and MDM solutions;

Good understanding of networking concepts including LAN, WAN, VPNs, firewalls and hybrid connectivity;

Experience supporting virtualisation technologies such as VMware and/or Hyper-V;

Solid understanding of cyber security, Microsoft Defender, compliance controls and identity security;

Demonstrated ability to perform technical troubleshooting, diagnostics and root cause analysis;

Excellent communication, stakeholder management and customer service skills.

Ability to work independently, prioritise workloads and manage multiple concurrent activities;

Bachelor degree in IT, Computer Science or equivalent practical experience is desirable.

Data Privacy Notice

The personal information you provide during the application and recruitment process will be used solely for recruitment purposes, in accordance with our data protection policies.

For any questions regarding data processing related to HR activities, please contact Chantal Endemann at [email protected].

All data shared with third parties complies with applicable confidentiality and retention requirements.

Original job Service Desk STC posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Service Desk STC

Job Description - Service Desk STC

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