3rd Line Service Desk Engineer

Air IT; Abingdon; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading IT service provider in the UK is seeking a 3rd Line Engineer to join their team. The ideal candidate will have proven experience in a similar role, with a strong background in troubleshooting complex IT issues, including knowledge of server systems, Azure Active Directory, and networking protocols. Responsibilities include managing incidents, providing technical support, and training junior staff. This position offers an opportunity to work with cutting-edge technology in a collaborative environment.

Qualifications

• Proven experience within a similar role.
• Strong knowledge of server operating systems, virtualization platforms, and cloud technologies.
• Expertise in Microsoft Azure Active Directory and Active Directory Domain Services configuration.

Responsibilities

• Incident and request management for IT support.
• Provide technical peer-review and change approval.
• In-depth troubleshooting and root cause analysis for major incidents.

Skills

Incident & Request management

Change Management

In-depth troubleshooting

Excellent customer service

Communication skills

Education

Relevant IT qualifications (e.g., Microsoft certifications, CCNA)

Tools

SendMarc

Datto

Mimecast

Cisco Umbrella

Windows

Linux

VMware

Azure

Microsoft Intune

Microsoft Exchange

Job description

3rd Line Engineer – Job Description

Location: Thames Valley / Oxford

Reporting to: Service Desk Manager

We’re looking for a 3rd Line Service Desk Engineer to join our team. We understand that not everyone will 100% meet the job advert requirements, however if your current skill‑set covers a good majority of these areas as an IT Engineer feel free to apply.

The Role

As a 3rd Line Engineer, you will be part of the Centre of Excellence – South 3rd Line support team, working as part of a team of 8 Engineers. We are seeking someone who is proactive and always considers the bigger picture, someone who is comfortable resolving complex IT issues which require deep expertise in infrastructure, networks, servers, and cloud environments.

Specifically, you will :

• Incident & Request management: Work on Incidents and Service Requests
• Change Management: Provide technical peer‑review and approval for IT Changes and raising Change requests when required.
• Project work: Occasionally you may be required to support Project activities and tasks.
• Technical Training: Provide quick lunch & learn training sessions to the Service Desk once every 8 weeks.
• In‑depth troubleshooting, root cause analysis for Major incidents, implementing long‑term fixes, and creating technical documentation.
• The role also entails collaborating with vendors, and mentoring 1st and 2nd line colleagues.
• Work in collaboration with other technical individuals within the Department.
• A valid driving license is required for this role.

About You

To join us as a 3rd Line Service Desk Engineer, we are looking for:

• Proven experience within a similar role
• Desirable: SendMarc, Datto, Mimecast, Exclaimer & Cisco Umbrella-Open DNS
• Strong knowledge of server operating systems (Windows, Linux), virtualization platforms (VMware, Hyper‑V), and cloud technologies (Azure, AWS)
• Expertise in Microsoft Azure Active Directory / Microsoft Entra ID & Active Directory Domain Services configuration.
• Microsoft Intune deployment & management experience
• Microsoft Exchange administration & migration experience: On‑premise and also 365.
• Strong network infrastructure knowledge, including, but not limited to: Sophos & SonicWall series firewalls
• High‑level understanding of network topologies from LAN’s to multi‑VLAN environments.
• Knowledge of Networking network protocols e.g. VPN, TCP / IP, DNS and DHCP
• Excellent customer service and communication skills
• Relevant IT qualifications e.g. Microsoft qualifications and / or items like CCNA

Experience in the following systems and / or applications :