3rd Line Support Engineer

Rabb-IT; Leeds; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading IT services provider in the UK is seeking a Technical Services Engineer to resolve complex issues and support project delivery. This role requires strong knowledge of Microsoft 365, networking, and server infrastructure, alongside problem management experience. The ideal candidate will provide coaching and mentoring, work on both service and project tickets, and ensure adherence to performance standards. Join a dynamic team committed to delivering high-quality IT solutions.

Qualifications

• Knowledge of Microsoft 365 and general business IT systems.
• Specialisation in multiple IT systems like networking and server infrastructure.
• Experience in problem management and project delivery.
• Familiarity with ITIL aligned environments.

Responsibilities

• Resolve service tickets via various channels.
• Collaborate with teams to progress and resolve issues.
• Ensure adherence to performance targets and deadlines.
• Build strong relationships with other teams.

Skills

Microsoft 365 knowledge

Networking

Server infrastructure

Azure

Web services

Dispute resolution

Troubleshooting

Teamwork

Team leadership

Education

Specialised IT certification

Tools

ConnectWise

ServiceNow

Remedy

Autotask

Job description

The Technical Services Engineer role is critical to ensure high levels of investigative and analytical support to clients. You will be responsible for resolving technically challenging cases, investigating problems escalated from the Service Desk and Technical Services teams, within agreed KPIs and SLAs. You will be involved in large scale projects, problem management, and development and implementation of long term solutions. You will provide coaching and mentoring of other Engineers and deputise for the Senior Technical Services Manager, as required. You will also be involved in project delivery, including but not limited to infrastructure projects, deployments, cloud migrations, as well supporting the Field Services team with onsite deployments if required. You will communicate with customers, using appropriate channels, whilst ensuring all communications, ticket notes and time entries, meet our quality standards

Key Responsibilities:

• Work on service tickets assigned to you. These may have been logged via telephone, portal, booking systems, email, or a chat.
• Work on project tickets assigned to you. These will come from the PMO team and require focus, planning and research.
• Collaborate with specialist teams out-with the TFS structure to progress and resolve cases where their expertise is required.
• Record your work and time accurately, reflecting the effort expended. Making use of tooling to increase accuracy and timeliness of time entries.
• Communicating with customers, via the appropriate channels, always ensuring that written and verbal communication is professional and meets our standards.
• Ensure appropriate adherence to performance targets including KPIs and SLAs.
• Build excellent working relationships within the TFS team, with other teams within the Managed Services Department, as well as within the wider organisation.
• Work with Team Managers, Team Leaders and Account Managers to ensure positive outcomes for our customers.

Requirements:

• Knowledge and technical understanding of Microsoft 365 and general business IT systems.
• Specialised knowledge/certification in more than one field of IT systems e.g. networking, server infrastructure, Azure, web services.
• Experience of leading problem management, service change or implementation, or project delivery.
• Experience using ConnectWise, or another ITSM tool, e.g. ServiceNow, Remedy, or Autotask in a service and project capacity.
• Operational understanding and experience working in ITIL aligned environment(s), including understanding of SLA’s incident Management, Service Request Fulfilment and Change Management.
• Experience working within PRINCE2 projects, as a team resource.
• Ability to demonstrate strong dispute resolution skills, working in high-pressure environments and ability to identify alternative solutions.
• Ability to demonstrate excellent troubleshooting skills.
• Ability to demonstrate strong team working and team leadership skills.