3rd Line IT Support Engineer
Permanent
Central London Office Based
£45k - £50k + Training + Benefits
My client is a award winning MSP based in Central London who are recruiting a 3rd Line IT Support Engineer to join its Highly Accredited UK Help Desk operations.
Overall, the Help Desk consists of 30 Engineers, of which 9 are based in the Philippines.
As a 3rd Line IT Support Engineer you will need to have at least 2 or 3 of the following certification of AZ104 / AZ700 / AZ500 / SC200 / MS100 / CCNA
As a 3rd Line IT Support Engineer, you will be reporting to the Service Desk Manager and work alongside other 3rd Line Senior Engineer and the Escalations Team Leader to ensure Critical (P1) and Priority (P2) service tickets are resolved for our clients.
3rd Line IT Support 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
Using ConnectWise to log and respond to support tickets
Identifying and escalating higher level issues to a Head of Service for guidance and steering
Being a team player, delivering support in a friendly and positive manner
Steer the wheel" and 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 resolution3rd Line IT Support Engineer Skills:
Experience in a similar role as part of a support desk team
Excellent interpersonal skills
Calm and effective communicator
Ability to priorities own workload or as required by Service Desk Management Team
Excellent verbal and written communication skills in English.3rd Line IT Support Engineer Qualifications:
Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
2 or 3 of the following certification of AZ104 / AZ700 / AZ500 / SC200 / MS100 / CCNA3rd Line IT Support Engineer Experience:
Relevant experience of 3 to 5 Years in a similar role (preference given to candidates with UK MSP experience)
Working Experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and NinjaOne.
Exams towards certifications relevant for your role fully paid for by my client!
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