Job Title: Third Line Service Desk Technician Location: Salisbury / Hybrid Company: Fexco Property Services Type of Employment: Full Time, Permanent About this Role : We are seeking a highly skilled 3rd Line Service Desk Technician to join our growing Data and Technology team. This role is pivotal in resolving complex technical issues escalated from 1st and 2nd line support, ensuring the stability and performance of our IT infrastructure and applications. You will act as a subject matter expert, collaborating across teams and contributing to continuous service improvement. Main Duties and Objectives: As a 3rd Line Service Desk Technician, you will be responsible for resolving the most complex technical issues escalated from the 1st and 2nd line support teams. You will take full ownership of advanced incidents and service requests, ensuring timely and effective resolution in line with agreed service levels. You will provide expert support across infrastructure components, including servers, networks, storage systems, and cloud platforms. A key part of your role will involve managing and maintaining Microsoft Azure services and Azure Virtual Desktop (AVD) environments, ensuring optimal performance and reliability. In addition to infrastructure and cloud support, you will troubleshoot and resolve issues related to business-critical applications and software systems. You will act as an escalation point for device-related issues, supporting end-user hardware and software problems that require advanced technical intervention. You will also play a key role in cybersecurity operations by monitoring alerts from the Security Operations Centre (SOC), investigating flagged incidents, and working with internal teams to remediate vulnerabilities and ensure compliance with security protocols. Collaboration is central to this role. You will work closely with internal departments and external vendors to implement solutions, support projects, and drive service improvements. You will be expected to manage incidents within SLA timeframes, escalating where necessary, and contribute to the development of the team’s knowledge base. Mentoring junior technicians and sharing your expertise will be an essential part of your contribution to the team. Proactive monitoring of systems will be essential to identify and prevent potential issues before they impact users. You will also be responsible for maintaining accurate documentation of resolutions, configurations, and procedures to support operational continuity and future troubleshooting. Above all, you will maintain a high standard of customer service, ensuring that users receive clear communication, timely updates, and practical support throughout the lifecycle of their incidents. Essential Skills: Minimum 5 years of experience in IT support, including at least 2 years in a 3rd line support role Strong expertise in Microsoft Azure and Azure Virtual Desktop (AVD) Advanced troubleshooting skills across infrastructure, networking, and software systems Experience supporting Windows Server environments, Active Directory, Group Policy, and DNS/DHCP Familiarity with ITIL-based incident, problem, and change management processes Excellent communication skills, both written and verbal Strong customer service orientation with the ability to manage stakeholder expectations Ability to work independently and collaboratively within a team Effective time management and prioritisation skills Proactive approach to monitoring and maintaining system health Full UK driving licence and willingness to travel to regional sites when required Bonus Skills: Experience with PowerShell scripting or other automation tools Exposure to cloud migration projects or hybrid cloud environments Familiarity with Microsoft Endpoint Manager (Intune) or other MDM solutions Knowledge of cybersecurity principles and experience supporting security audits Experience with virtualisation technologies (e.g., VMware, Hyper-V) Understanding of networking protocols and tools (e.g., TCP/IP, Wireshark) Certifications such as Microsoft Certified: Azure Administrator Associate, CompTIA Network, or ITIL Foundation