3rd Line Support Engineer

• Troubleshoot a range of technical support tickets for our clients involving:
• • Microsoft 365
• • Azure
• • VMware & Hyper-V
• • Administration and troubleshooting of Windows Server 2016, 2019
• • Resolving network issues that 2nd Line Engineers cannot
• • Supporting firewalls and switches
• Utilize our PSA platform, ConnectWise, to log and respond to support tickets
• Identify and escalate higher-level issues to the Head of Service for further guidance
• Provide guidance and support to the 2nd Line Escalations Teams
• Collaborate with the Service Desk Management Team to manage priorities and workload
• Work with internal and external stakeholders towards ticket resolution
• Engage with 3rd parties as needed for ticket resolution

Technologies:

• Azure
• Cloud
• Hyper-V
• Support
• ITSM
• Microsoft 365
• Network
• VMware
• Windows
• Office 365, We are a leading Managed Service Provider (MSP) based in Central London, seeking to enhance our highly accredited UK Help Desk operations. As a 3rd Line IT Support Desk Engineer, you will join our team of 30 engineers, including 9 based in the Philippines. Reporting to the Service Desk Manager, you will work alongside other Senior Engineers and the Escalations Team Leader to ensure that critical and priority service tickets are resolved efficiently, while delivering support in a friendly and positive manner.

• Experience in a similar role as part of a support desk team
• Relevant experience of 3 to 5 years in an MSP
• Working experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and NinjaOne
• Excellent interpersonal and communication skills
• Ability to prioritise workload as required by the Service Desk Management Team
• Strong verbal and written communication skills in English
• Any Microsoft Cloud Certifications are a plus; standout certificates include AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101