IT Helpdesk Technician

Future Prospects; East Midlands; On-site; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Phone & Laptop

Work Pension

Perkbox access

Private medical insurance

Vendor training & certs

Vehicle or travel allowance

Uniform provided

Job summary

Future Prospects is seeking an IT Helpdesk Technician - Level 3 in Newark for a full-time, permanent role. This senior escalation post leads complex IT incidents, mentoring juniors and driving root-cause analysis in a busy MSP environment.

You will work from Newark, handling 3rd-line support across Windows Server, Entra ID, and Microsoft 365, with hands-on config changes, project work, and vendor coordination. Competitive salary and full benefits offered.

Qualifications

• Senior escalation authority for complex incidents in an MSP environment.
• Experience supporting multiple client estates.
• Strong knowledge of Windows Server, AD, Entra ID, and M365.

Responsibilities

• Act as the primary third-line escalation point for complex incidents across IT and VoIP, from start to resolution.
• Diagnose and resolve advanced issues in Windows Server, M365, Entra ID, networking, security, and endpoints.
• Lead problem management for major incidents and perform root cause analysis with permanent fixes.
• Manage escalations with vendors and platform providers ensuring SLAs are met.
• Maintain accurate ticket records in PSA and ensure clear client communications.
• Mentor junior team members and share knowledge through updates to KBs and SOPs.
• Execute remote config changes and minor projects like M365/Intune rollouts and firewall updates.

Skills

3rd-line support

MSP experience

Windows Server

Active Directory

Entra ID

Microsoft 365

Intune

Defender for Business

Conditional Access

Networking

Tools

Autotask

ConnectWise

Datto RMM

NinjaOne

Job description

IT Helpdesk Technician - Level 3

Newark, Full Time, Permanent

£36,500 - £38,500 per annum (dependent on experience)

Future Prospects Group are delighted to be working with our client, an award-winning business to recruit a IT Helpdesk Technician - Level 3 on a full-time, permanent basis.

Based out of their Newark office, this role is the senior escalation authority for the helpdesk, offering an outstanding opportunity for an experienced technical engineer to solve complex infrastructure problems, spearhead root cause analysis, and mentor junior colleagues in a collaborative MSP environment.

THE ROLE

Your responsibilities as a IT Helpdesk Technician - Level 3 will include:

• Acting as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking full ownership through to resolution.
• Diagnosing and resolving advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments.
• Leading problem management for major and recurring incidents, conducting root cause analysis, and deploying permanent fixes via formal change control.
• Managing escalations with third-party vendors, carriers, and platform providers while ensuring all parties adhere to agreed service level agreements.
• Maintaining comprehensive and accurate ticket records within the PSA, ensuring complete time tracking, accurate client billing, and regular customer communication.
• Serving as the senior technical mentor for first- and second-line team members, providing guidance and coaching on complex tickets to build internal capability.
• Authoring and updating technical knowledge base articles, standard operating procedures, and customer infrastructure documentation.
• Executing remote configuration changes and minor project implementations, such as Microsoft 365 and Intune rollouts, firewall modifications, and server updates.

THE CANDIDATE

The ideal IT Helpdesk Technician - Level 3 will be able to demonstrate the following key skills and experience:

• Substantial third-line IT support experience acting as the final technical escalation point, specifically within an MSP environment supporting multiple client estates.
• In-depth technical knowledge of Windows Server (2019/2022/2025), Active Directory, Entra ID, and hybrid identity synchronisation.
• Strong hands-on administration and deployment skills across the Microsoft 365 suite, Intune, Defender for Business, and Conditional Access.
• Proven expertise in design-level configuration and troubleshooting for firewalls, routers, managed switches, VLANs, and site-to-site VPNs.
• Practical experience utilising modern PSA and RMM platforms such as Autotask, ConnectWise, Datto RMM, or NinjaOne, alongside robust backup and disaster recovery solutions.
• Excellent diagnostic and analytical capabilities with a calm, logical approach to resolving high-pressure technical incidents.
• Desirable exposure to VoIP telephony platforms such as 3CX, PowerShell scripting for automation, or relevant certifications such as Microsoft MD-102, MS-102, or AZ-104.

THE BENEFITS

The benefits included with this role are:

• Provision of a company mobile phone and laptop.
• Enrolment into the company workplace pension scheme.
• Full access to the Perkbox employee benefits and wellbeing platform.
• The option to join the company private medical insurance scheme.
• Ongoing professional development, including vendor training and support towards industry certifications.
• Provision of a company vehicle or travel allowance for customer visits, alongside company uniform.