> Markdown version of [/jobs/ext/4666263-line-it-helpdesk-engineer](https://www.wearedevelopers.com/jobs/ext/4666263-line-it-helpdesk-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Line IT Helpdesk Engineer

- **Company:** Express Recruitment Ltd.
- **Location:** Newark-on-Trent, United Kingdom (Remote available)
- **Salary:** £38,500
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Artificial Intelligence, VoIP, Cloud Computing, Windows Servers, Azure Active Directory, Server Administration, Microsoft SharePoint, Scripting, Microsoft InTune, Autodesk Autocad
- **Published:** November 11, 2026
- **Apply:** https://www.express-recruitment.co.uk/jobs/3rd-line-it-helpdesk-engineer/

## About the Role

* 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

## Description

* 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