3rd Line IT Support Desk Engineer

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

Job summary

A leading IT support services provider based in Central London is seeking a 3rd Line IT Support Desk Engineer to join its team. The ideal candidate will have 3 to 5 years of experience in a similar role and a solid understanding of Microsoft Cloud technologies. Responsibilities include troubleshooting support tickets, working with internal/external stakeholders, and guiding junior team members. The role offers a competitive salary of £45k - £50k along with training and various benefits.

Benefits

Training

Benefits

Qualifications

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

Responsibilities

• Troubleshoot technical support tickets on various technologies.
• Work with internal and external stakeholders for ticket resolution.
• Provide guidance to 2nd Line Escalations Teams.

Skills

Experience in a similar role as part of a support desk team

Excellent interpersonal skills

Calm and effective communicator

Ability to prioritise workload

Excellent verbal and written communication skills in English

Education

Any Microsoft Cloud Certifications would be good to have

Tools

ITSM tools like ConnectWise

BrightGauge

SmileBack

ITBoost

NinjaOne

Job description

3rd Line IT Support Desk Engineer

Permanent – Central London Office Based – 45k - 50k + Training + Benefits

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

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 Engineers 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
• Azure
• VMware & Hyper V
• 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

Skills

• 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.

Certifications

Exams towards certifications relevant for your role fully paid for!

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