Line IT Helpdesk Engineer

• Act as the third-line escalation point for complex, sensitive or high-priority incidents across IT and VoIP, taking full ownership through to resolution and acting as technical lead during major incidents

• Diagnose and resolve advanced issues across servers, Microsoft 365, Entra ID, networking, security and endpoint management, working remotely via RMM and remote access tools, and attending customer sites where required

• Lead problem management for recurring and major incidents, including root cause analysis, recording known errors and workarounds, and implementing permanent fixes through change control

• Take ownership of escalations to third-party vendors, carriers and platform providers, managing them to resolution and holding suppliers to their own SLAs

• Maintain accurate ticket records in the PSA, ensuring SLA compliance and accurate billing against customer contracts, and keeping customers informed throughout

• Carry out remote configuration changes and minor projects, such as Microsoft 365 and Intune deployments, security policy rollouts, firewall changes and server maintenance

• Champion automation, scripting and AI-assisted tooling to reduce ticket volumes and speed up resolution

• Demonstrable 3rd Line IT support experience and acting as the final technical escalation point

• Proven experience in an MSP (Managed Service Provider) environment supporting multiple customers is essential

• Proven ability to take ownership of complex escalations and see them through to resolution, whilst working to formal SLAs and KPIs

• Fully proficient with Windows Server (2022/2025) and Windows 11/Windows 10

• Fully proficient with Active Directory, Entra ID (Azure AD) and Hybrid identity using Microsoft Entra Connect Sync and Entra Cloud Sync, including troubleshooting sync errors and staged migration to cloud-only identity.

• Proven experience in Microsoft 365 administration and implementation including Exchange Online, SharePoint, Teams and licensing

• Holder of formal Microsoft certifications preferred (e.g. MS-102, AZ-104)

• Knowledge of VoIP telephony systems desirable, ideally 3CX

• Competent with some one or several ITSM and RMM platforms, such as Autodesk and Datto

• VoIP / telephony knowledge, ideally 3CX

• Interest in AI-assisted tooling and automation within service delivery

In return, you can expect to receive a starting salary of up to c£38,500, plus other employee perks including a company mobile phone, laptop, access to private medical insurance, perkbox discount scheme, internal training management programme, healthcare schemes, and more!

Express Recruitment are delighted to be recruiting on behalf of one of the UK’s fastest growing managed service providers headquartered in Nottinghamshire. Due to continued nationwide expansion of their customer base, our client is now seeking an industry proven 3rd Line IT Helpdesk Engineer to provide advanced level technical support to long-standing, nationwide clients.

The ideal candidate will demonstrate clear passion about both technology (including learning how to utilise modern AI assisted tools) and resolving complex IT issues for a broad range of nationwide customers in a timely and professional manner.