3rd Line / Third Line Service Desk Engineer - Service Desk Team Lead

We’re looking for a Tier 3 Engineer who is committed to developing their IT skills and would like to take on an increasing level of responsibility of the day to day running of a busy service desk. You’ll work as part of a growing team that focuses on making users life’s easier through simple advice and excellent service and be tasked with making sure SLAs are met and tickets are completed efficiently.

As the Service Desk Team Lead, you’ll be expected to lead by example, creating a positive, accountable and customer-focused culture within the service desk. This is a hands-on leadership role where you’ll spend the majority of your time providing technical support while also supporting the day-to-day running of the team.

You’ll mentor and coach engineers, helping them develop their technical knowledge, confidence and customer service skills through regular feedback and knowledge sharing. You’ll assist with workload planning, ensure tickets are progressing in line with our service standards, identify opportunities to improve processes and help maintain high levels of customer satisfaction.

Working closely with management, you’ll help monitor team performance, contribute to continual service improvement initiatives, and support recruitment, onboarding and performance management where required.

Most importantly, you’ll foster a collaborative environment where engineers feel supported, standards remain high, and customers receive a consistently excellent service.

ECS Computers are a managed service provider that supply local businesses (both SME & Corporate) with a range of IT support and services., * Maintenance tasks for infrastructure systems such as backups, patch management and monitoring.

• Remote & telephone help desk support.
• On-site support for servers, networking and end user devices.
• Installation and maintenance tasks of new equipment such as servers, networking equipment and desktops.
• Planning and installation of cloud systems such as 365, Azure and other cloud-based systems.
• Managing and resolving site outages and keeping key stakeholders notified of processes and changes during the event.
• Disaster recovery.
• VMWare & Hyper-V installation and support.
• Meeting tight customer SLA deadlines.
• Ensuring documentation is well noted and maintained.
• Patch management.
• Covering and supporting Tier 2 engineers with knowledge and training and customer support.
• Experience with Watchguard products, Halo and Nable N-Central are a big plus!

Must be driven, keen and willing to learn

Pay: From £40,500.00 per year

Are you an enthusiastic, self-starter looking for a new challenge? Do you want to join a team of motivated IT engineers who are dedicated to making people’s lives easier? If you’ve answered yes to both questions, then we’d like to hear from you!, * Technical experience in deployment and administration of Cloud services such as Azure IaaS, Entra ID, SharePoint and Microsoft 365.

• Technical experience in deployment and administration of Virtualization services as related to VMWare and Hyper-V.
• Technical experience in Windows Server and Desktop infrastructure, Active Directory services, Networking, VLAN configuration and troubleshooting.
• Team leadership, shift lead or duty manager experience in an IT department or MSP - with ticket dispatch and scheduling work.
• Technical experience in email messaging with focus on Exchange, 365, and migration to 365.
• Technical experience in Microsoft 365 such as Entra ID, Exchange, Intune, SharePoint.
• Technical experience in Server Applications such MSSQL
• Experience in installing and troubleshooting VoIP communications.
• Remote & On-site Device and Networking Support (Windows and Mac).
• Strong customer relationship & communication skills.
• Strong problem-solving and teamwork skills.
• Ability to manage projects - delegating tasks and communicating with customers.
• Experience in using RMM systems.
• Technical experience in maintaining and installation of UTM firewalls and other security systems. WatchGuard experience preferred.
• ITIL experience would be preferred but not essential.
• Driving license essential.
• Rotational weekend and weekday on-call work required - this is scheduled in advance.
• Project implementation including Server, Cloud and Cyber Security, * IT support: 4 years (preferred)

Licence/Certification:

• Driving Licence (required)

Pulled from the full job description

• Company pension
• Health & wellbeing programme