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3rd Line Service Desk Engineer
Location: Central London – Hybrid (3 days office / 2 days working from home)
Salary: Up to £40,000
Contract: Permanent, Full-Time
We're working with an established organisation looking to strengthen its IT support team with the addition of an experienced 3rd Line Service Desk Engineer.
This is a hands-on technical role for someone with experience across 1st, 2nd and 3rd Line support, who takes pride in delivering a high standard of service and enjoys helping others develop.
You'll take ownership of more complex technical issues, act as a senior escalation point and play an important role in supporting the development of the existing team. This isn't a formal management position, but it does offer the opportunity to take on additional responsibility, guide colleagues and help maintain the high standards expected across the IT function.
The organisation places real importance on the quality of its IT service, so they're looking for someone who is proactive, approachable and takes ownership of getting things right.
For someone looking to continue developing technically while building their leadership experience, there is potential for this role to develop into a longer-term management pathway.
Key Responsibilities
* Provide 3rd Line technical support, taking ownership of escalated incidents and more complex issues.
* Support the wider team with 1st and 2nd Line escalations, sharing knowledge and providing technical guidance.
* Support and administer a Microsoft-focused environment, including Microsoft 365, Active Directory, Azure and Intune.
* Work with Windows Server environments and troubleshoot desktop, hardware and software issues.
* Diagnose and troubleshoot Wi-Fi and connectivity problems, identifying and isolating issues across devices and network connections.
* Supervise and support the day-to-day development of a small Service Desk team.
* Help ensure tickets, responses and resolutions consistently meet the organisation's expected standards.
* Maintain ticket quality, prioritisation and adherence to agreed SLAs.
* Contribute to improving processes, documentation and overall service delivery.
* Support IT upgrades, rollouts and wider technology projects.
What We're Looking For
* Proven experience across 1st, 2nd and 3rd Line IT support.
* Strong technical knowledge of Microsoft technologies, particularly Microsoft 365, Active Directory and Intune.
* Good working knowledge of Windows Server environments.
* Confident troubleshooting desktop, hardware, software, Wi-Fi and connectivity issues, with the ability to diagnose and isolate problems.
* Experience resolving complex technical issues and taking ownership through to resolution.
* Confident using ticketing systems and maintaining high standards of ticket management, communication and responses.
* Experience working within a structured IT service management environment.
* Someone who takes ownership, has strong attention to detail and genuinely cares about the quality of service delivered.
* Confident supporting, guiding and developing more junior team members.
* A desire to continue developing professionally, with an interest in building leadership and management experience.
What's on Offer
* Salary up to £40,000.
* Hybrid working – 3 days in the Central London office and 2 days from home.
* 32 days annual leave plus bank holidays.
* Excellent pension scheme.
* Professional development and training opportunities.
* The opportunity to develop technically while gaining further leadership experience.
* A potential longer-term pathway into management.
Interested?
This would suit an experienced 3rd Line Engineer, Senior Service Desk Engineer or Senior IT Support Engineer who enjoys being hands-on technically, takes pride in delivering an excellent service and is ready to take on more responsibility within an established IT team.