3rd Line MSP Service Desk Technician

Reporting to the Service Desk Manager, the 3rd Line Service Desk Technician is responsible for providing advanced technical support and acting as the final escalation point for complex incidents and service requests. This role requires strong troubleshooting capability across a broad range of technologies, along with the ability to mentor junior engineers and contribute to maintaining high service standards.

The role is a mix of technical escalation, customer interaction, and proactive service improvement within a fast-paced MSP environment., * Act as the primary escalation point for complex technical issues from 1st and 2nd Line engineers

• Investigate, diagnose and resolve advanced incidents across infrastructure, networking, and cloud platforms
• Provide support for both cloud (Microsoft 365 / Azure) and on-premise environments
• Take ownership of major or high-priority incidents through to resolution
• Mentor and support 1st and 2nd Line engineers, sharing knowledge and best practices
• Work closely with the Service Desk Manager to improve processes, efficiency and service delivery
• Communicate effectively with clients, including providing technical explanations and updates
• Liaise with third-party vendors and escalate issues where required
• Contribute to maintaining accurate and up-to-date technical documentation
• Participate in an on-call rota to provide out-of-hours support
• Attend customer sites where required to support issue resolution or implement change
• Assist in identifying underlying problems and recurring issues, contributing to long-term fixes
• Assisting with Project Delivery

Technical Environment

You will be working across a wide range of technologies including:

• Microsoft Windows Desktop operating systems
• macOS (limited support)
• Windows Server (on-premise infrastructure)
• Microsoft 365 (Exchange Online, SharePoint, Teams)
• Microsoft Azure (IaaS, identity, virtual machines)
• Active Directory, Group Policy, DNS, DHCP
• Networking hardware and firewalls (DrayTek, WatchGuard, UniFi)
• Virtualisation technologies (primarily Hyper-V)
• Backup solutions, endpoint security and general MSP tooling, * 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)

Company Values

At Kogo, we expect all team members to embody our core values:

• Customer Focused - Delivering an excellent customer experience and building trusted relationships
• Good Communicator - Clearly explaining technical issues and keeping customers informed
• Proactive in Nature - Identifying and addressing issues before they impact customers
• Adaptable - Thriving in a fast-paced environment and responding positively to change
• Good Team Member - Collaborating effectively and supporting colleagues across the business

• 5 years’ experience working within an MSP environment - THIS IS A MUST
• Strong troubleshooting and root cause analysis skills
• Proven experience handling escalations and complex support issues
• Experience supporting both cloud and on-premise infrastructure
• Solid networking knowledge including firewalls, VPNs, VLANs and Wi-Fi
• Experience supporting Microsoft 365 and Azure environments
• Ability to work independently and take ownership of tasks
• Strong communication skills with both technical and non-technical users
• Experience mentoring or supporting junior engineers

Pulled from the full job description

• Sick pay
• Bereavement leave
• Free parking
• Company pension
• Company events
• On-site parking, * Bereavement leave
• Company events
• Company pension
• Free parking
• On-site parking
• Sick pay

Application question(s):

• Are you working for an MSP or have recent MSP experience?