3rd Line IT Support Desk Engineer

Gold Group Limited; City Of London; On-site; GBP 45,000 - 50,000; Full time

Job summary

A leading managed service provider in Central London is seeking a 3rd Line IT Support Desk Engineer to join their team. This role involves troubleshooting technical tickets, supporting Microsoft 365 and Windows Server technologies, and working collaboratively with the service desk team. Candidates should have 3 to 5 years of relevant experience, with a preference for those familiar with UK MSP environments. Competitive salary of £45k - £50k plus training and benefits is on offer.

Benefits

Training support for certification exams

Benefits package

Qualifications

• Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
• Relevant experience of 3 to 5 years in a similar role.

Responsibilities

• Troubleshoot technical support tickets for Microsoft 365 and Windows Server.
• Support Firewall and Switch ticket requests.
• Identify and escalate issues to upper management.

Skills

Technical troubleshooting

Microsoft 365

Windows Server Administration

Network troubleshooting

Interpersonal skills

Communication skills

Education

Any Microsoft Cloud Certifications

Tools

ITSM tools (ConnectWise, BrightGauge, SmileBack, ITBoost, NinjaOne)

Job description

Sector: IT & Telecoms Type: Permanent

Contact: Gautam Raval Job Published: 2 days ago

3rd Line IT Support Desk Engineer

Permanent Central London Office Based

£45k - £50k + Training + Benefits

My client is a award winning MSP based in Central London who are recruiting a 3rd Line IT Support Desk Engineer to join its Highly Accredited UK Help Desk operations.

Overall, the Help Desk consists of 30 Engineers, of which 9 are based in the Philippines.

As a 3rd Line IT Support Desk Engineer, you will be reporting to the Service Desk Manager and work alongside other 3rd Line Senior Engineer and the Escalations Team Leader to ensure Critical (P1) and Priority (P2) service tickets are resolved for our clients.

Responsibilities

• Troubleshoot a range of technical support tickets logged by clients on the following technologies: Microsoft 365, Administration and Troubleshooting of Windows Server 2016, 2019, Network troubleshooting that 2nd Line Engineers cannot resolve, Supporting Firewalls and Switches related support tickets, Using ConnectWise to log and respond to support tickets, Identifying and escalating higher level issues to a Head of Service for guidance and steering, Being a team player, delivering support in a friendly and positive manner, "Steer the wheel" and provide guidance as required to 2nd Line Escalations Teams, Work with the Service Desk Management Team to balance priorities and workload as required, Ability to work with internal and external stakeholders on tickets leading up to their resolution, Ability to work with 3rd parties as required for ticket resolution, Experience in a similar role as part of a support desk team, Excellent interpersonal skills, Calm and effective communicator, Ability to prioritise own workload or as required by Service Desk Management Team, Excellent verbal and written communication skills in English.

Qualifications

• Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
• Any Microsoft Cloud Certifications would be good to have.

Experience

• Relevant experience of 3 to 5 Years in a similar role (preference given to candidates with UK MSP experience)
• Working Experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and NinjaOne.

Exams towards certifications relevant for your role fully paid for!

Services advertised by Gold Group are those of an Agency and/or an Employment Business.

We will contact you within the next 14 days if you are selected for interview.