IT Helpdesk Technician

Your responsibilities as a IT Helpdesk Technician - Level 3 will include:

• Acting as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking full ownership through to resolution.
• Diagnosing and resolving advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments.
• Leading problem management for major and recurring incidents, conducting root cause analysis, and deploying permanent fixes via formal change control.
• Managing escalations with third-party vendors, carriers, and platform providers while ensuring all parties adhere to agreed service level agreements.
• Maintaining comprehensive and accurate ticket records within the PSA, ensuring complete time tracking, accurate client billing, and regular customer communication.
• Serving as the senior technical mentor for first- and second-line team members, providing guidance and coaching on complex tickets to build internal capability.
• Authoring and updating technical knowledge base articles, standard operating procedures, and customer infrastructure documentation.
• Executing remote configuration changes and minor project implementations, such as Microsoft 365 and Intune rollouts, firewall modifications, and server updates., * Substantial third-line IT support experience acting as the final technical escalation point, specifically within an MSP environment supporting multiple client estates.

• In-depth technical knowledge of Windows Server (2019/2022/2025), Active Directory, Entra ID, and hybrid identity synchronisation.
• Strong hands-on administration and deployment skills across the Microsoft 365 suite, Intune, Defender for Business, and Conditional Access.
• Proven expertise in design-level configuration and troubleshooting for firewalls, routers, managed switches, VLANs, and site-to-site VPNs.
• Practical experience utilising modern PSA and RMM platforms such as Autotask, ConnectWise, Datto RMM, or NinjaOne, alongside robust backup and disaster recovery solutions.
• Excellent diagnostic and analytical capabilities with a calm, logical approach to resolving high-pressure technical incidents.
• Desirable exposure to VoIP telephony platforms such as 3CX, PowerShell scripting for automation, or relevant certifications such as Microsoft MD-102, MS-102, or AZ-104.

The benefits included with this role are:

• Provision of a company mobile phone and laptop.
• Enrolment into the company workplace pension scheme.
• Full access to the Perkbox employee benefits and wellbeing platform.
• The option to join the company private medical insurance scheme.
• Ongoing professional development, including vendor training and support towards industry certifications.
• Provision of a company vehicle or travel allowance for customer visits, alongside company uniform.

The services of Future Prospects are those of an Employment Agency.