Third Line Service Desk Technician

FEXCO; Salisbury; Híbrido; GBP 42.000 - 54.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Company pension scheme

25 days annual leave entitlement

Hybrid / flexible working

Descripción de la vacante

Fexco Property Services is seeking a highly skilled 3rd Line Service Desk Technician focused on applications to join the Data and Technology team in Salisbury. You will resolve complex application issues escalated from 1st and 2nd line support, ensuring stability, security and performance of critical systems across MRI Qube, SharePoint and Power Automate.

You will own incidents, manage vendor relationships, and contribute to continuous service improvement while working in a hybrid setup with

Formación

• Minimum 5 years of IT support experience, including 2+ years in 3rd line.
• Strong administration of business applications, including user management and reporting.
• Excellent troubleshooting across applications, integrations and data.

Responsabilidades

• Resolve the most complex application issues escalated from 1st/2nd line.
• Own advanced incidents and service requests, ensure SLA adherence.
• Provide expert support across line‑of‑business applications (MRI Qube suite, MS 365).
• Coordinate with vendors and manage testing after releases, document resolutions.

Conocimientos

SQL

ITIL processes

Communication skills

Customer service

Time management

Educación

Experience in IT support roles

Herramientas

MRI Qube

Power Automate

SharePoint

Microsoft 365

Descripción del empleo

Job Title: Third Line Service Desk Technician (Applications)

Department:Data and Technology

Location:Salisbury / Hybrid

Brand:FPS

Company: Fexco Property Services

TypeofEmployment: Full Time, Permanent

Introducing the Fexco Property Services Group

The Group currently consists of multiple property management brands, delivering property management services to over 100,000 homes across England and Wales. Our colleagues work on customer and client facing roles, as well as many other varied roles and skillsets, in a diverse, growing, and dynamic organisation and sector. We operate from multiple office locations throughout the UK, and we are part of the multi-national Fexco group, with products and services spanning multiple sectors and geographies internationally. For further information, please view our website: www.fexcopropertyservices.co.uk/

Role Overview:

We are seeking a highly skilled 3rd Line Service Desk Technician with an applications focus to join our growing Data and Technology team. This role is pivotal in resolving complex application issues escalated from 1st and 2nd line support, ensuring the stability, security and performance of the business systems our brands rely on every day. You will act as a subject matter expert on our core applications, working alongside our infrastructure-focused 3rd line technician and contributing to continuous service improvement.

This is a hands‑on technical role with no line management responsibility. You will report to the Service Desk Manager.

Main Duties and Objectives:

As a 3rd Line Service Desk Technician (Applications), you will be responsible for resolving the most complex application issues escalated from the 1st and 2nd line support teams. You will take full ownership of advanced incidents and service requests, ensuring timely and effective resolution in line with agreed service levels, and investigating the root cause of repeat faults.

You will provide expert support across our line‑of‑business applications, with the MRI suite (Qube, Evolution, Engage and AP Essentials) at the core of the role. You will also support Microsoft 365 business applications such as SharePoint and Power Automate, and legacy brand systems including Dwellant, Fixflo and Manage IT until they are retired.

A key part of your role will be application administration: managing user accounts, roles, permissions and licences, making configuration, report, template and workflow changes within agreed limits, and maintaining integrations and scheduled jobs. You will carry out testing after vendor releases and upgrades, and deliver application changes through our change management process with clear test and rollback steps.

You will act as the technical point of contact with application vendors, raising and managing support cases through to resolution. You will also support data validation and migration tasks on projects such as Project Phoenix, working under the direction of the Project Delivery Manager.

Collaboration is central to this role. You will work closely with internal departments, the wider Data and Technology team and external vendors to implement solutions and drive service improvements. You will be expected to manage incidents within SLA timeframes, escalating where necessary, and contribute to the development of the team's knowledge base. Training and mentoring 1st and 2nd line technicians on our applications, so more issues are resolved at first contact, will be an essential part of your contribution to the team.

You will handle personal and financial data in line with UK GDPR and our data protection policies, apply least-privilege access, record all access changes, and report any suspected data breach or security incident immediately. You will also be responsible for maintaining accurate documentation of resolutions, configurations, and procedures to support operational continuity, audit requirements and future troubleshooting.

Above all, you will maintain a high standard of customer service, ensuring that users receive clear communication, timely updates, and practical support throughout the lifecycle of their incidents.

• Minimum 5 years of experience in IT support, including at least 2 years in a 3rd line support role
• Strong hands‑on administration of a line‑of‑business or SaaS application, including users, roles, configuration and reporting
• Advanced troubleshooting skills across business applications, integrations and data
• Working knowledge of SQL for queries and data checks
• Experience managing vendor support cases through to resolution
• Familiarity with ITIL-based incident, problem, and change management processes
• Experience training or mentoring colleagues on systems and processes
• Excellent communication skills, both written and verbal, including explaining technical issues to non-technical users
• Strong customer service orientation with the ability to manage stakeholder expectations
• Ability to work independently and collaboratively within a team
• Effective time management and prioritisation skills
• Full UK driving licence and willingness to travel to regional sites when required

Bonus Skills:

• Experience with MRI Qube or other UK property management software
• Experience with Power Automate, SharePoint or other Microsoft 365 low‑code tools
• Experience of data migration or system implementation projects
• Certifications such as ITIL Foundation or vendor application certifications

MRI experience is not essential. Full training on our MRI products will be provided for a candidate with strong application support skills.

Additional Information:

• This job description is not exhaustive and may be amended to meet business needs.
• The post-holder must comply with all FPS policies and procedures, including data protection and confidentiality.
• Right to work and any role‑specific checks (e.g., DBS, references, professional membership) will be verified prior to start (role dependent).

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

Introducing the Fexco Property Services Group

The Group currently consists of multiple property management brands, delivering property management services to over 100,000 homes across England and Wales. Our colleagues work on customer and client facing roles, as well as many other varied roles and skillsets, in a diverse, growing, and dynamic organisation and sector. We operate from multiple office locations throughout the UK, and we are part of the multi-national Fexco group, with products and services spanning multiple sectors and geographies internationally. For further information, please view our website:www.fexcopropertyservices.co.uk/

Competitive

Hours

37.5

Company pension scheme25 days annual leave entitlement (increasing with service)Annual leave carry overLong service awardsHoliday purchase / sell schemeBirthday bonus dayChristmas shutdownWedding / civil partnership bonus dayRecruitment referral bonusNew business bonusWider Wallet discountsRecognition programmeGood Egg awardInternal career opportunitiesHealthcare cash planCycle to Work schemeEyecare vouchersFlu vaccine vouchersMental Health First AidersEmployee Assistance Programme (EAP)Wellbeing appsFlexible / hybrid workingESG initiativesCharitable supportSocial committeeVolunteering dayLearning & developmentFinancial training supportProfessional subscriptions