3rd Line IT Support Engineer

My client is a award winning MSP based in Central London who are recruiting a 3rd Line IT Support Engineer to join its Highly Accredited UK Help Desk operations.

Overall, the Help Desk consists of 30 Engineers, of which 9 are based in the Philippines.

As a 3rd Line IT Support Engineer you will need to have at least 2 or 3 of the following certification of AZ104 / AZ700 / AZ500 / SC200 / MS100 / CCNA

As a 3rd Line IT Support Engineer, you will be reporting to the Service Desk Manager and work alongside other 3rd Line Senior Engineer and the Escalations Team Leader to ensure Critical (P1) and Priority (P2) service tickets are resolved for our clients.

3rd Line IT Support Engineer Responsibilities:

Troubleshoot a range of technical support tickets logged by clients on the following technologies:

• Microsoft 365
• Azure
• VMware & Hyper V
• Administration and Troubleshooting of Windows Server 2016, 2019
• Network troubleshooting that 2nd Line Engineers cannot resolve
• Supporting Firewalls and Switches related support tickets
• Using ConnectWise to log and respond to support tickets
• Identifying and escalating higher level issues to a Head of Service for guidance and steering
• Being a team player, delivering support in a friendly and positive manner
• "Steer the wheel" and provide guidance as required to 2nd Line Escalations Teams
• Work with the Service Desk Management Team to balance priorities and workload as required
• Ability to work with internal and external stakeholders on tickets leading up to their resolution
• Ability to work with 3rd parties as required for ticket resolution

• Experience in a similar role as part of a support desk team
• Excellent interpersonal skills
• Calm and effective communicator
• Ability to priorities own workload or as required by Service Desk Management Team
• Excellent verbal and written communication skills in English.

3rd Line IT Support Engineer Qualifications:

• Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
• 2 or 3 of the following certification of AZ104 / AZ700 / AZ500 / SC200 / MS100 / CCNA

3rd Line IT Support Engineer Experience:

• Relevant experience of 3 to 5 Years in a similar role (preference given to candidates with UK MSP experience)
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