3rd Line IT Support Desk Engineer

Crestwave Solutions

United Kingdom

United Kingdom

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A highly accredited Managed Service Provider (MSP) in London are looking for an experienced 3rd Line IT Support Engineer to join its senior Service Desk team. This role suits a strong technical engineer with MSP background who thrives in resolving P1 / P2 escalations in a fast-paced environment. The Role: * Resolve complex 3rd Line escalations across Microsoft & infrastructure technologies * Troubleshoot Microsoft 365, Azure, Windows Server 2016/2019 * Support VMware, Hyper-V, networking, firewalls and switches * Act as a technical escalation point for 2nd Line Engineers * Work closely with Service Desk Management on priorities & workload * Use ConnectWise (PSA/ITSM) to manage tickets and escalations * Liaise with internal teams, clients, and 3rd-party vendors Key Skills & Experience: * 3–5 years’ experience in a 3rd Line / Senior Service Desk / MSP role * Strong Microsoft Cloud knowledge (Microsoft 365, Teams, Azure) * Windows Server, virtualisation & network troubleshooting * Experience with ITSM / PSA tools (ConnectWise, BrightGauge, ITBoost, SmileBack, CrushBank) * Excellent communication skills and calm approach to critical incidents * UK MSP experience strongly preferred Desirable: * Microsoft certifications (AZ / MS / M365) * Firewall & switching experience

United Kingdom

Sprachkenntnisse

English

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