Senior IT Helpdesk Technician - Level 3 (MSP, Newark)

Future Prospects Group Ltd; Newark on Trent; On-site; GBP 37,000 - 39,000; Full time

Benefits offered by this job

Company laptop and mobile phone

Workplace pension scheme

Perkbox benefits and wellbeing

Private medical insurance

Vendor training & certifications

Company vehicle or travel allowance

Company uniform

Job summary

Future Prospects Group is seeking an IT Helpdesk Technician - Level 3 in Newark for a full-time, permanent role. You will be the senior escalation authority, resolving complex infrastructure issues, mentoring junior colleagues, and driving knowledge base improvements.

The ideal candidate has extensive 3rd-line experience, strong Windows Server/Entra ID skills, and deep knowledge of M365, Intune, Defender for Business, CA, and networking. A robust PSA/RMM toolset familiarity is required.

Qualifications

• Senior escalation point for complex incidents in an MSP environment.
• Expertise in Windows Server, Entra ID and hybrid identity.
• Strong Microsoft 365, Intune, Defender for Business and CA deployment.

Responsibilities

• Act as primary third-line escalation for high-priority IT and VoIP incidents.
• Diagnose and resolve advanced issues across Windows Server, M365, Entra ID, networking, security, and endpoints.
• Lead problem management with root-cause analysis and permanent fixes via change control.

Skills

Third-line IT support

Windows Server

Active Directory

Entra ID

Microsoft 365

Intune

Defender for Business

Conditional Access

Firewall/VPN/Networking

PSA/RMM tools

VoIP (3CX)

Education

Certifications: MD-102 / MS-102 / AZ-104

Tools

Autotask

ConnectWise

Datto RMM

NinjaOne

Job description

Future Prospects Group is seeking an IT Helpdesk Technician - Level 3 in Newark for a full-time, permanent role. You will be the senior escalation authority, resolving complex infrastructure issues, mentoring junior colleagues, and driving knowledge base improvements.

The ideal candidate has extensive 3rd-line experience, strong Windows Server/Entra ID skills, and deep knowledge of M365, Intune, Defender for Business, CA, and networking. A robust PSA/RMM toolset familiarity is required.