3rd Line Service Desk Technician

• Reporting to the Service Desk Manager, you will provide advanced technical support and act as the final escalation point for complex incidents and service requests across a varied client base.
• This is a hands-on technical role combining 3rd Line escalation support, infrastructure troubleshooting, Microsoft 365/Azure, networking, customer interaction and project delivery.
• You will also play an important role in supporting and mentoring 1st and 2nd Line engineers, sharing technical knowledge and helping to maintain high standards across the Service Desk.

3rd Line Service Desk Technician Key Responsibilities

• Act as the primary 3rd Line escalation point for complex issues passed up from 1st and 2nd Line engineers
• Investigate, diagnose and resolve advanced incidents across infrastructure, networking, cloud and on-premise environments
• Support Microsoft 365 and Azure environments alongside traditional on-premise infrastructure
• Take full ownership of major and high-priority incidents through to successful resolution
• Troubleshoot recurring technical problems and carry out root cause analysis to identify long-term solutions
• Mentor and provide technical guidance to 1st and 2nd Line engineers
• Work closely with the Service Desk Manager to improve processes, efficiency and overall service delivery
• Communicate directly with customers, providing clear technical explanations, progress updates and resolutions
• Liaise with third-party vendors and technology partners where required
• Maintain accurate and up-to-date technical documentation
• Attend customer sites when required for troubleshooting, technical changes and implementations
• Assist with the delivery of technical projects
• Participate in an on-call rota providing out-of-hours support

3rd Line Service Desk Technician Technical Environment

You will work across a broad range of technologies, including:

• Microsoft Windows Desktop
• Windows Server and on-premise infrastructure
• Microsoft 365 - Exchange Online, SharePoint and Teams
• Microsoft Azure - IaaS, Identity and Virtual Machines
• Active Directory and Group Policy
• DNS and DHCP
• Networking, VPNs, VLANs and Wi-Fi
• DrayTek, WatchGuard and UniFi
• Hyper-V virtualisation
• Backup and disaster recovery solutions
• Endpoint security solutions
• General MSP monitoring, management and support tools
• macOS - limited support

3rd Line Service Desk Technician Essential Skills & Experience

Please note: This is a fully office-based position. Candidates must have a minimum of 5 years’ recent experience working within an MSP environment., To be considered for this position, you must have:

• Minimum 5 years’ recent experience working within an MSP environment
• Strong 3rd Line technical support and troubleshooting experience
• Proven experience handling complex technical escalations
• Strong root cause analysis and problem-solving skills
• Experience supporting both cloud and on-premise infrastructure
• Strong working knowledge of Microsoft 365 and Azure
• Good knowledge of Windows Server, Active Directory and Group Policy
• Solid networking knowledge covering firewalls, VPNs, VLANs, DNS, DHCP and Wi-Fi
• Ability to independently manage complex incidents from initial escalation through to resolution
• Excellent communication skills with both technical and non-technical customers
• Experience mentoring, coaching or providing technical support to junior engineers
• Ability to work effectively within a fast-paced MSP/service desk environment

3rd Line Service Desk Technician Desirable Certifications

Relevant certifications would be advantageous, although equivalent hands-on commercial experience will also be considered:

• Microsoft 365 Certified: Endpoint Administrator Associate
• Microsoft Certified: Azure Administrator Associate
• Microsoft Certified: Identity and Access Administrator Associate
• Microsoft Certified: Security Operations Analyst Associate
• WatchGuard Network Security Essentials (Firebox), You will be an experienced MSP engineer who enjoys solving challenging technical problems and taking ownership of complex issues. You should be comfortable operating as a senior technical escalation point while still being customer-focused and willing to support less experienced members of the team. Important: This position is office based, and applicants must have at least 5 years of recent MSP experience. Applications without the required MSP background will not be considered.