3rd Line Support Engineer

3rd Line IT Support Desk Engineer

MSP - London

Must have MSP (Managed Service Provider) experience

My client is a leading MSP in Central London who are looking to recruit a 3rd Line IT Support Desk Engineer to join its highly accredited help desk operations team.

As a 3rd Line IT Support Desk Engineer you will report to the Service Desk Manager and work alongside another 3rd Line Senior Engineer and the Escalations Team Leader to ensure Critical (P1) and Priority (P2) service tickets are resolved.

As a 3rd Line IT Support Desk Engineer you must have current or previous experience as a 3rd Line IT Support Desk Engineer within a MSP setting.

As a 3rd Line IT Support Desk Engineer you will be part of a team of 25 engineers working on-site x5 days a week shift's between 8am - 6pm (either 8am - 4.30pm or 9.30am - 6pm)

3rd Line IT Support Desk Engineer Benefits:

• 20 days holiday + BH
• Exams towards certifications relevant for your role fully paid
• Vitality at Work Business - health benefits & rewards
• Gym membership
• Breakfast provided on Wednesdays
• Monthly 5 a side football game
• Gaming nights with pizza/food provided
• Quarterly socials/events - drinks & food provided

3rd Line IT Support Desk Engineer Responsibilities:

Troubleshoot a range of technical support tickets logged by clients on the following technologies:

• Microsoft 365
• Azure
• VMware & Hyper V
• Administration and Troubleshooting of Windows Server 2016, 2019
• Network troubleshooting that 2nd Line Engineers cannot resolve
• Supporting Firewalls and Switches related support tickets
• ConnectWise to log and respond to support tickets
• Identifying and escalating higher level issues to a Head of Service for guidance
• Being a team player, delivering support in a friendly and positive manner
• Provide guidance as required to 2nd Line Escalations Teams
• Work with the Service Desk Management Team to balance priorities and workload as required
• Ability to work with internal and external stakeholders on tickets leading up to their resolution
• Ability to work with 3rd parties as required for ticket resolution

3rd Line IT Support Desk Engineer Skills:

• Relevant experience of 3 to 5 Years in a similar role within a MSP setting
• Experience in a similar role as part of a support desk team
• Excellent interpersonal skills
• Calm and effective communicator
• Ability to prioritise own workload or as required by Service Desk Management Team
• Excellent verbal and written communication skills in English.

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