3rd Line Service Desk Technician

Location: West Sussex

3rd Line Service Desk Technician - MSP

West Sussex | Office Based | Full Time

Please note:

This is a fully office-based position. Candidates must have a minimum of 5 years' recent experience working within an MSP environment.

3rd Line Service Desk Technician Role

I am recruiting for an experienced 3rd Line Service Desk Technician to join a busy and fast-paced Managed Service Provider (MSP).
Reporting to the Service Desk Manager, you will provide advanced technical support and act as the final escalation point for complex incidents and service requests across a varied client base.
This is a hands-on technical role combining 3rd Line escalation support, infrastructure troubleshooting, Microsoft 365/Azure, networking, customer interaction and project delivery.
You will also play an important role in supporting and mentoring 1st and 2nd Line engineers, sharing technical knowledge and helping to maintain high standards across the Service Desk.

3rd Line Service Desk Technician

Key Responsibilities

Act as the primary 3rd Line escalation point for complex issues passed up from 1st and 2nd Line engineers
Investigate, diagnose and resolve advanced incidents across infrastructure, networking, cloud and on-premise environments
Support Microsoft 365 and Azure environments alongside traditional on-premise infrastructure
Take full ownership of major and high-priority incidents through to successful resolution
Troubleshoot recurring technical problems and carry out root cause analysis to identify long-term solutions
Mentor and provide technical guidance to 1st and 2nd Line engineers
Work closely with the Service Desk Manager to improve processes, efficiency and overall service delivery
Communicate directly with customers, providing clear technical explanations, progress updates and resolutions
Liaise with third-party vendors and technology partners where required
Maintain accurate and up-to-date technical documentation
Attend customer sites when required for troubleshooting, technical changes and implementations
Assist with the delivery of technical projects
Participate in an on-call rota providing out-of-hours support

3rd Line Service Desk Technician Technical Environment

You will work across a broad range of technologies, including:

Microsoft Windows Desktop
Windows Server and on-premise infrastructure
Microsoft 365 - Exchange Online, SharePoint and Teams
Microsoft Azure - IaaS, Identity and Virtual Machines
Active Directory and Group Policy
DNS and DHCP
Networking, VPNs, VLANs and Wi-Fi
Dray Tek, Watch Guard and Uni Fi
Hyper-V virtualisation
Backup and disaster recovery solutions
Endpoint security solutions
General MSP monitoring, management and support tools
macOS - limited support

3rd Line Service Desk Technician Essential Skills & Experience

To be considered for this position, you must have:

Minimum 5 years' recent experience working within an MSP environment
Strong 3rd Line technical support and troubleshooting experience
Proven experience handling complex technical escalations
Strong root cause analysis and problem-solving skills
Experience supporting both cloud and on-premise infrastructure
Strong working knowledge of Microsoft 365 and Azure
Good knowledge of Windows Server, Active Directory and Group Policy
Solid networking knowledge covering firewalls, VPNs, VLANs, DNS, DHCP and Wi-Fi
Ability to independently manage complex incidents from initial escalation through to resolution
Excellent communication skills with both technical and non-technical customers
Experience mentoring, coaching or providing technical support to junior engineers
Ability to work effectively within a fast-paced MSP/service desk environment

3rd Line Service Desk Technician Desirable Certifications

Relevant certifications would be advantageous, although equivalent hands-on commercial experience will also be considered:

Microsoft 365 Certified:
Endpoint Administrator Associate
Microsoft Certified:
Azure Administrator Associate
Microsoft Certified:
Identity and Access Administrator Associate
Microsoft Certified:
Security Operations Analyst Associate
Watch Guard Network Security Essentials (Firebox)

About You

You will be an experienced MSP engineer who enjoys solving challenging technical problems and taking ownership of complex issues.
You should be comfortable operating as a senior technical escalation point while still being customer-focused and willing to support less experienced members of the team.
Important:
This position is office based, and applicants must have at least 5 years of recent MSP experience. Applications without the required MSP background will not be considered.

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