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3rd Line Service Desk

Location: Surrey Salary: + Benefits + Bonus
Sector: IT & Telecoms Type: Permanent
Contact: Gautam Raval Job Published: 19 days ago


3rd Line Service Desk Engineer
Epsom, Surrey
As a 3rd Line Service Desk Engineer this role will be 5 days a week onsite


My client a leading financial services organisation based in Epsom, Surrey, who are recruiting for a 3rd Line Service Desk Engineer, with experience in a similar 2nd/3rd line role in an ITIL environment with knowledge of desktop and server operating systems, AZURE, O365, SaaS, MDM, Active Directory, Exchange, O365, GPO, basic networking, virtualisation (VMware, Hyper-V) and scripting (Batch, PowerShell)


As a 3rd Line Service Desk Engineer, you will be providing IT support to end users. Provide expert support and resolution on complex incidents and processes related to IT & Security. Participate in IT projects and
handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs.

3rd Line Service Desk Engineer Benefits:

  • Salary: £50,000 - £55,000 per annum
  • 22 days annual holiday (Increase to 27, 1 additional day per year worked)
  • Healthy contributed pension scheme
  • Training and development


Some of the main duties of the 3rd Line Service Desk Engineer Responsibilities:

  • Handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs
  • Accurately, document all information, of escalated incidents, major incidents, problems, and changes while providing timely regular updates and follow up to resolution
  • Assist 1st & 2nd line engineers in escalated incidents by acting as SME on fields of expertise, and / or escalate to team leader, or head of the department, as required
  • Create and maintain detailed professional documentation around processes and procedures
  • Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one
  • Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, IAM, PIM, etc)
  • Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications
  • Become the SME in pre-defined platforms leveraged by the business, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these
  • Participate in security related exercises, such as patching, vulnerability remediation, security audit remediation tasks and cooperate with the Cyber Security team to ensure all actions are performed in a timely and compliant manner
  • Understand the concepts and have strong experience of O365 and on Prem environments, Group policies, user and device management
  • Be an SME on the RMM tool(s) used in the business and manage scheduled and on demand scripts, patching workflow, but also monitoring, administration, and remote support
  • Administer the chosen SaaS platforms of the business including but not limited to HexNode MDM, Solarwinds Service Desk, N-able RMM, O365
  • Administer and maintain the joiners / movers / leavers process in a timely and secure way
  • Provide expertise on windows services such as DNS, DHCP, GPO, PowerShell, Scripting, Identity Management, AAD or Hybrid environment management
  • Build and distribute corporate hardware while maintaining inventory and asset registers
  • Contribute to the change management process as and when required
  • Create and manage support requests to 3rd party vendors when required and follow to resolution



In order to be the successful 3rd Line Service Desk Engineer and have a chance to gain such an exciting opportunity you will ideally need to have the following:

  • Minimum 4 years previous experience in a similar role as a 2nd /3rd Line Support in an SLA, CSAT, ITIL driven environment
  • Experience with desktop and server operating systems, O365, SaaS, MDM
  • Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware, Hyper-V)
  • Extensive knowledge of AD and AAD structure, configuration & administration
  • Scripting (Batch, PowerShell, etc)
  • Knowledge of security related concepts, frameworks, and tooling
  • Experience on managing Centralised Antivirus, Application packages, Policies
  • Systems administration and networking experience will be taken under consideration
  • Proven written and verbal communication skills with stakeholders of all levels
  • Proven analytical and problem-solving abilities
  • Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops
  • Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources



This really is a fantastic opportunity for a 3rd Line Service Desk Engineer to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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