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.