3rd Line Service Desk Engineer

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.

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.

• Incident & Request Management: Work on incidents and service requests.
• Change Management: Provide technical peer review/approval for IT changes and raise change requests when required.
• Project Support: Occasionally support project activities and tasks.
• Technical Training: Deliver quick “lunch & learn” sessions to the Service Desk once every 8 weeks.
• Problem Management: Perform in-depth troubleshooting and root cause analysis for major incidents, implement long‑term fixes, and create technical documentation.
• Collaboration & Mentoring: Collaborate with vendors and mentor 1st and 2nd line colleagues; work closely with other technical specialists in the department.
• Other: A valid driving licence is required.

You’ll bring proven experience in a similar role, plus strong technical breadth and excellent customer communication. Specifically, we’re looking for:

• Platforms & Cloud: Strong knowledge of server OS (Windows, Linux), virtualisation (VMware, Hyper‑V), and cloud (Azure, AWS).
• Identity & Directory: Expertise in Microsoft Azure Active Directory / Microsoft Entra and Active Directory Domain Services configuration.
• Endpoint Management:
  Microsoft Intune deployment and management experience.
• Messaging:
  Microsoft Exchange administration and migration (on‑prem and M365).
• Networking: Strong network infrastructure knowledge, including Sophos and Sonic Wall firewalls; high‑level understanding of LAN to multi‑VLAN topologies; protocols such as VPN, TCP/IP, DNS, DHCP
  .
• Professional
  
  Skills:
  
  Excellent customer service and communication. Relevant IT qualifications (e.g., Microsoft, CCNA).

Joining our team comes with great perks and a supportive culture:

• Hybrid working options for a better work–life balance
• 25 days’ annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to Work scheme and technology vouchers
• Enhanced family leave
• Celebration Day – an additional day off each year to mark an occasion important to you
• Salary sacrifice pension
• Two paid volunteer days to support causes you care about
• Company social events and competitions
• Discount and cashback scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

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.