3rd Line Service Desk Engineer

3rd Line Service Desk Engineer

Location: Central London - Hybrid – 3 days office / 2 days working from home

Salary: Up to 40,000

Contract: Permanent, Full-Time

We're partnering with an established organisation looking to strengthen its IT support function with the addition of a 3rd Line Service Desk Engineer.

This is a people-focused technical support role for someone who takes pride in providing a high level of service and enjoys being the person others turn to when they need help.

You'll act as a senior escalation point within the Service Desk, dealing with more complex issues while helping to support and develop the wider team. There's also the opportunity to get involved in improving processes, introducing better ways of working and supporting a varied user base.

Key Responsibilities

• Provide 2nd/3rd line support across a wide range of IT issues
• Act as an escalation point for more complex incidents and requests
• Support users across Windows, Microsoft 365, Teams and mobile devices
• Administer Active Directory, Azure and Intune
• Diagnose and resolve desktop, hardware and software issues
• Manage and prioritise tickets in line with agreed SLAs
• Mentor and support more junior Service Desk team members
• Help improve Service Desk processes, documentation and knowledge sharing
• Support IT rollouts, upgrades and wider technology projects
• Provide technical support for occasional events and key business activities

Required Experience

• Strong experience within a Service Desk or IT Support environment
• 2nd/3rd line technical support experience
• Windows and Microsoft 365
• Active Directory and Group Policy
• Azure and Intune
• Desktop hardware and troubleshooting
• Experience working within a structured ITIL / Service Management environment
• Strong customer service and communication skills
• Confident working with users at all levels
• A proactive approach with a genuine interest in developing technically

Experience with Sophos, SCCM, PowerShell, Jira Service Desk, Mitel or similar technologies would be advantageous.

What's on Offer

• Hybrid working – 3 days in the office (Central London)/ 2 days working from home
• Up to 40,000 salary
• 32 days annual leave + bank holidays
• Excellent pension scheme
• Professional development and training
• Varied exposure across the wider IT environment
• Supportive team environment with opportunities to develop

This is a great opportunity for an experienced Service Desk Engineer, 3rd Line Engineer or Senior IT Support professional who enjoys working with people as much as technology and wants to take the next step in their career.