Senior 3rd‑Line IT Helpdesk Technician

Future Prospects; East Midlands; Vor Ort; GBP 37.000 - 39.000; Vollzeit

Benefits dieser Stelle

Phone & Laptop

Work Pension

Perkbox access

Private medical insurance

Vendor training & certs

Vehicle or travel allowance

Uniform provided

Zusammenfassung

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.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

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

Jobbeschreibung

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.