We’re looking for a 3rd Line Service Desk Engineer to join our team. We understand that not everyone will meet 100% of the requirements—if your current skill set covers the majority, we encourage you to apply.
The Role
As a 3rd Line Engineer, you’ll be part of our Centre of Excellence – North 3rd line support team, working within a team of eight engineers. You’ll proactively resolve complex IT issues requiring deep expertise across infrastructure, networks, servers, and cloud environments.
What you’ll do
1. Incident & Request Management: Work on incidents and service requests.
2. Change Management: Provide technical peer review/approval for IT changes and raise change requests when required.
3. Project Support: Occasionally support project activities and tasks.
4. Technical Training: Deliver quick “lunch & learn” sessions to the Service Desk once every 8 weeks.
5. Problem Management: Perform in-depth troubleshooting and root cause analysis for major incidents, implement long‑term fixes, and create technical documentation.
6. Collaboration & Mentoring: Collaborate with vendors and mentor 1st and 2nd line colleagues; work closely with other technical specialists in the department.
7. Other: A valid driving licence is required.
About You
You’ll bring proven experience in a similar role, plus strong technical breadth and excellent customer communication. Specifically, we’re looking for:
8. Platforms & Cloud: Strong knowledge of server OS (Windows, Linux), virtualisation (VMware, Hyper‑V), and cloud (Azure, AWS).
9. Identity & Directory: Expertise in Microsoft Azure Active Directory / Microsoft Entra ID and Active Directory Domain Services configuration.
10. Endpoint Management: Microsoft Intune deployment and management experience.
11. Messaging: Microsoft Exchange administration and migration (on‑prem and M365).
12. Networking: Strong network infrastructure knowledge, including Sophos and SonicWall firewalls; high‑level understanding of LAN to multi‑VLAN topologies; protocols such as VPN, TCP/IP, DNS, DHCP.
13. Tooling (Desirable): SendMarc, Datto, Mimecast, Exclaimer, Cisco Umbrella/OpenDNS.
14. Professional Skills: Excellent customer service and communication. Relevant IT qualifications (e.g., Microsoft, CCNA).
What’s in it for you
Joining our team comes with great perks and a supportive culture:
15. Hybrid working options for a better work–life balance
16. 25 days’ annual leave plus bank holidays
17. Ongoing learning and development opportunities
18. Cycle to Work scheme and technology vouchers
19. Enhanced family leave
20. Celebration Day – an additional day off each year to mark an occasion important to you
21. Salary sacrifice pension
22. Two paid volunteer days to support causes you care about
23. Company social events and competitions
24. Discount and cashback scheme
25. Group Income Protection
26. Life Insurance
27. EAP and Virtual GP Service
Why Join Us?
You’ll be part of a team that thrives on providing world‑class service to customers and values work–life balance. We believe in an inclusive, supportive environment where we grow together. This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation—contributing to the success of a thriving company.
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Details
Type
Permanent - Full Time
Location
Solihull, West Midlands
Job Function
Service
Apply Now