3rd Line Service Desk Engineer

The 3rd Line Service Desk Engineer is the senior technical escalation point within the Service Desk, responsible for resolving the

most complex technical issues across Millgate’s external client base and internal users.

The role provides advanced technical expertise, proactive problem management, and support for ongoing service improvement, both

remotely and on client site when required. In addition, the 3rd Line Engineer plays a key role in mentoring Service Desk Engineers

and supporting the stability, security, and performance of client environments.

• Act as the primary escalation point for complex incidents from 1st and 2nd Line Engineers
• Diagnose and resolve high-severity and technically complex issues across:
  • Microsoft 365 and Azure environments
  • Windows Server and endpoint infrastructure
  • Networking, security, and virtualisation platforms
• Perform in-depth technical analysis and root-cause identification
• Provide both remote and on-site support where required

• Take ownership of major incidents and ensure they are driven through to resolution
• Maintain clear structure and control during high-priority or business-critical outages
• Ensure timely communication, escalation, and stakeholder updates throughout
• Work collaboratively across internal teams to restore service as quickly as possible

• Maintain proactive, clear, and professional communication with clients and internal users
• Set expectations on resolution plans, risks, and timelines
• Act as a technical authority and trusted advisor for complex issues
• Represent Millgate with professionalism, confidence, and technical credibility
• Identify recurring incidents and perform root-cause analysis
• Recommend and implement permanent fixes and preventative measures
• Contribute to continuous improvement of Service Desk processes, tooling, and standards
• Work closely with leadership to improve service reliability and efficiency

• Produce high-quality technical documentation for incidents, changes, and solutions
• Maintain and enhance internal documentation systems (e.g. IT Glue)
• Ensure all work is documented clearly, accurately, and in line with standards
• Support maintaining consistency and quality across Service Desk documentation
• Mentor and support 1st and 2nd Line Engineers, providing guidance and technical development
• Act as a point of escalation support during busy periods or major incidents
• Collaborate with Projects, Solutions, and Engineering teams on implementations and escalations
• Support knowledge sharing and uplift of overall Service Desk capability

• Ensure all work is delivered in line with SLAs, processes, and service standards
• Follow escalation paths, change management, and operational procedures
• Contribute to stability, performance, and security of client environments