3rd Line IT Service Desk Engineer
Full Time, Permanent Position
Location: Whiteley
Join to apply for the 3rd Line IT Service Desk Engineer role at Guardian Jobs. Our client is looking for a talented 3rd Line IT Engineer to join their vibrant and collaborative Service Desk team. You'll work alongside a close‑knit group of four skilled Engineers, delivering exceptional support and solving problems together.
As a member of the team, you'll have the opportunity to mentor and guide Junior Engineers, with tailored training and progression plans. You'll be part of a fast‑paced, customer‑focused environment and will be on a monthly on‑call rotation.
Benefits
* A competitive salary.
* Training opportunities set out with a clear training structure.
* Progressive working environment with access to voice your opinions to decision makers.
* 25 days holiday plus bank holidays.
* Your birthday off.
* Flexi health plan cover and access to a range of Health Benefits.
* IT Purchasing Scheme.
* Company Pension.
* Active Social Committee with monthly competitions and events.
* Brilliant breakout room with free breakfast and a pool table.
Duties and Responsibilities
* Provide expert‑level technical support to address complex issues escalated from lower tiers.
* Take ownership of escalated incidents, ensuring they are resolved efficiently within agreed SLA.
* Identify underlying root causes of recurring incidents and implement long‑term solutions to prevent recurrence.
* Assess and implement changes to IT systems and infrastructure, ensuring minimal disruption.
* Create and maintain comprehensive documentation.
* Interface with external vendors and third‑party service providers.
* Provide guidance and support to Junior Engineers and support staff.
* Provide on‑call support once a month.
Previous Experience
* Windows desktop and server configuration and support.
* Exchange On Prem and Online configuration.
* Terminal server environment configuration (Citrix, AVD, RDS).
* Active Directory configuration and administration.
* Group Policy knowledge.
* Networking skills (CLI, subnetting, NAT, DNS).
* Router configuration (Cisco, HP, Draytek).
* Firewall configuration (WatchGuard, SonicWALL).
* Server hardware support (HP ProLiant, Dell PowerEdge).
* Virtualisation support (VMware, Hyper‑V).
* Storage technologies (NAS, NetApp, Synology).
* Office 365 knowledge.
* Microsoft Azure knowledge.
* Microsoft Intune knowledge.
* SSL Certificates knowledge.
Essential Skills
* Excellent communication skills.
* Organisational skills.
* Results driven with a proven track record.
* Team player.
* Self‑motivated and proactive.
* Ability to work under pressure and resilience.
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