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# IT Helpdesk Technician

- **Company:** Future plc
- **Location:** Newark-on-Trent, UK
- **Experience:** Experienced
- **Salary:** £36,500.0 - £38,500.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, VoIP, Virtual Private Networks (VPN), Windows Servers, Windows PowerShell, Time Tracking Software, Virtual Local Area Networks, Internet Protocol Telephony, Office365, Firewalls (Computer Science), Microsoft InTune
- **Published:** October 30, 2026
- **Apply:** https://find.jobs/jobs-near-me/apply/ats-redirect/?id=3041361844-2

## About the Role

* 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.

## Description

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.