Senior IT Engineer

As a Service Desk Specialist (Senior Engineer), you will serve as the final escalation point for technical issues across our client base. You'll work on the most complex incidents, assist in service design and delivery, and act as a technical reference point for the service desk. This role is ideal for a senior engineer with strong all-round knowledge, excellent troubleshooting ability, and a proactive mindset for continuous improvement., Act as the highest escalation point for technical incidents and service requests.

• Troubleshoot and resolve complex issues across infrastructure, networks, cloud, servers, firewalls, and endpoint management.

• Work closely with the Technical Manager to maintain platform standards and best practices.

• Perform root cause analysis for recurring or critical issues and implement permanent fixes.

• Handle advanced onboarding, migrations, and client infrastructure projects where required.

• Support, guide and mentor the 1st and 2nd line engineers on complex issues and personal development.

• Lead on difficult or high-priority client cases, maintaining calm under pressure.

• Assist with creating and maintaining internal knowledge base and documentation.

• Liaise with vendors and suppliers for support escalations and service issues.

• Communicate with clients clearly, particularly around complex technical issues, ensuring confidence and understanding.

• Support the Account Management team with technical insight when reviewing client environments.

Do you have experience in Root cause analysis?, 4+ years in IT support roles, with at least 1-2 years in a 3rd line or senior escalation capacity.

• Broad technical experience across Windows Server, Microsoft 365, networking (DNS, DHCP, routing), firewalls, cloud technologies, and backup solutions.

• Experience with RMM and PSA tools.

• Strong diagnostic, troubleshooting and decision-making skills.

• Calm, structured approach to problem-solving with a high attention to detail.

• Able to mentor others and contribute to the improvement of the overall service function.

• Relevant industry certifications (e.g. Microsoft, Cisco, CompTIA) are desirable.

Private healthcare Access to private medical cover for faster treatment and peace of mind.

• 33 days holiday per annum, including bank holidays and your birthday off Generous holiday allowance to help you rest, recharge and celebrate.

• Professional development plans Structured plans to support your career growth and long-term goals.

• 8 hours of training per month Dedicated time each month for learning, development, or certifications.

• Funded qualifications We cover the cost of relevant professional qualifications to support your progression.

• Employee of the Quarter scheme, with the potential to win substantial prizes Quarterly recognition programme to reward high performers.

• Company events and nights out Regular team socials and celebrations throughout the year.

• Discounted gym membership Stay active with discounted access to local gyms.

• Perkbox rewards account, providing a range of discounts Nationwide perks and everyday savings through your Perkbox membership.

• Mental health support Access to mental wellbeing resources and confidential support through our healthcare provider.

• Pension contribution Company contributions to help you plan for the future.

• Free onsite parking No daily parking stress, just pull up and walk in.

• Large, modern office with breakout room A bright, spacious workspace with breakout areas for collaboration and downtime.

Job Type: Full-time

Pay: From £32,000.00 per year

Benefits:

• Company events
• Company pension
• Employee discount
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Private dental insurance
• Private medical insurance
• Store discount

Application question(s):

• Why would you like to work at MCS?
• A core part of this role is to be able to support the existing service desk with upskilling, so we're looking for someone with a lot of technical expertise and experience. Are you confident you could upskill and support people in the business?

Muse Group

Muse Group empowers music makers. We create the world’s most popular content, apps and platforms for playing, recording and composing music.

Through our expansive music catalogs, educational expertise, innovative learning tools and free open-source software, we make it easier for millions — from beginners to experienced musicians — to be creative every day. 

The Muse community is now over 400 million strong. And we’re just getting started. 

Our future vision is of a world with over a billion music makers — and we have a drive to expand our influence into other creative spaces too.

What do we make?

We make essential resources for all kinds of creatives, from performers to podcasters. Learn more about the leading Muse Group products here.

Who are we?

Muse Group began life as Ultimate Guitar, the largest online global community of musicians. Eugeny Naidenov founded Ultimate Guitar in 1998, with a dream to make it easy for guitarists to play songs by Guns ‘N’ Roses and his other favorite rockers. From there, the site grew from a plucky, tab-sharing trailblazer into a global leader of online music publishing. 

In 2017, Ultimate Guitar acquired MuseScore, expanding its reach into sheet music. Muse Group has only continued to grow from there — and now includes Audacity, StaffPad and many more. 

In 2023, Muse Group acquired Hal Leonard, the legendary global sheet music publishers, adding an unparalleled music catalog and educational expertise to the team.

Today, we are an international, visionary team of creatives, music lovers and audio obsessives, developing products we could not live without.