3rd Line Support Engineer

Pathfinder

United Kingdom

United Kingdom

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À propos

3rd Line IT Support Desk Engineer, Permanent, £50k, Central London (Hybrid) 3rd Line IT Support Desk Engineer with Microsoft 365, Azure, and Windows Server required by a leading IT MSP. In this role you’ll handle critical support escalations and guide 2nd Line teams across a range of technologies. This Central London-based IT MSP supports UK-wide clients via a 30-person Help Desk, including offshore support. The role is key to resolving P1 and P2 tickets and enhancing service delivery quality. Responsibilities: * Troubleshoot escalated support tickets involving Microsoft 365, Azure, VMware, Hyper-V, and Windows Server 2016/2019 * Provide support for firewall and switch issues beyond 2nd Line capacity * Use ConnectWise for ticket handling and escalation * Collaborate with internal/external stakeholders and 3rd parties on resolution * Mentor 2nd Line teams and balance workload with service desk management Required: * 3 to 5 years of experience in an MSP environment * Experience in a support desk team * Proficiency with ITSM tools such as ConnectWise, BrightGauge, SmileBack, ITBoost, NinjaOne * Strong communication and workload prioritisation skills Preferred: * Microsoft Cloud certifications (e.g. AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101) Benefits: * £45k-£50k salary * 1 day remote, 4 days in-office hybrid model * 20 days annual leave + bank holidays + birthday * Paid certifications & structured career paths * Healthcare scheme, gym membership, team socials, and weekly breakfasts Get in touch to find out more

United Kingdom

Compétences linguistiques

English

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