IT Helpdesk Technician

• Act as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking ownership through to resolution.
• Diagnose and resolve advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments.
• Lead problem management for major and recurring incidents, conduct root cause analysis, and implement permanent fixes through formal change control.
• Manage escalations with third-party vendors, carriers, and platform providers, ensuring agreed service level agreements are met.
• Maintain comprehensive, accurate PSA ticket records, including time tracking, client billing, and regular customer communication.
• Mentor first- and second-line team members, guiding them on complex tickets and helping build internal capability.
• Write and update technical knowledge base articles, standard operating procedures, and customer infrastructure documentation.
• Carry out remote configuration changes and minor project implementations, including Microsoft 365 and Intune rollouts, firewall modifications, and server updates.

Technologies:

• Active Directory
• Firewall
• Support
• Microsoft 365
• Mobile
• PowerShell
• Security
• Windows
• Office 365

• Substantial third-line IT support experience as the final technical escalation point, ideally within an MSP supporting multiple client estates.
• In-depth knowledge of Windows Server (2019/2022/2025), Active Directory, Entra ID, and hybrid identity synchronisation.
• Hands-on administration and deployment experience across Microsoft 365, Intune, Defender for Business, and Conditional Access.
• Expertise in configuring and troubleshooting firewalls, routers, managed switches, VLANs, and site-to-site VPNs.
• Experience with modern PSA and RMM platforms such as Autotask, ConnectWise, Datto RMM, or NinjaOne, and with backup and disaster recovery solutions.
• Strong diagnostic and analytical skills, with a calm, logical approach to resolving high-pressure technical incidents.
• Desirable: exposure to VoIP platforms such as 3CX, PowerShell scripting for automation, or relevant certifications such as Microsoft MD-102, MS-102, or AZ-104.

We are recruiting for an award-winning business seeking a full-time, permanent IT Helpdesk Technician - Level 3, based at its Newark office. The role is the senior helpdesk escalation position in a collaborative managed service provider environment and offers a salary of £36,500-£38,500 per annum, depending on experience. We offer a company mobile phone and laptop, workplace pension, access to the Perkbox benefits and wellbeing platform, the option to join a private medical insurance scheme, ongoing professional development with vendor training and certification support, and a company vehicle or travel allowance for customer visits, along with company uniform.