Level 3 Service Desk Engineer

Level 3 Service Desk Engineer | Permanent Position Your New Company

Join a well-established Managed Service Provider (MSP) that delivers high-quality IT services to small and medium-sized businesses. The organisation is known for its strong team culture, continuous learning mindset, and commitment to providing exceptional support to its clients. You'll be part of a collaborative environment that values growth, technical excellence, and long-term professional development.

Your New Role

As a Level 3 Escalations Engineer, you will be the senior technical escalation point for complex incidents that cannot be resolved by Level 1 or Level 2 teams.
This role offers exposure to a wide variety of technologies typical of MSP environments, without requiring you to manage full project delivery. Your focus will be on delivering high-quality BAU support, improving internal processes, and helping uplift the skills of the broader engineering team.

Key Responsibilities

• Resolve high-complexity escalated issues across multiple client environments
• Provide guidance, mentoring, and technical direction to Level 1 & 2 engineers
• Document fixes, patterns, and recommendations to support ongoing improvement
• Contribute to technical standards and process enhancements
• Communicate clearly and professionally with both technical and non-technical client users
• Attend onsite visits when necessary to support client requirements

What You'll Need to Succeed

Technical Skills & Experience

• Advanced troubleshooting in Windows Server, Active Directory, Group Policy, and DNS
• Strong infrastructure support skills including Hyper-V, VMware, networking, and firewalls
• Solid understanding of Microsoft 365 technologies (Exchange Online, SharePoint, OneDrive)
• Experience with Azure AD, Intune, identity management, and cloud administration
• Proven ability to independently resolve complex technical escalations
• Previous MSP experience is essential
• Demonstrated experience delivering Level 3 BAU support

What You'll Get in Return

• Opportunity to work with a wide range of modern technologies across diverse client environments
• Good Salary package up to $140k for the right candidate.
• Enjoy the flexibility of a hybrid working environment.
• Supportive, growth-focused team culture
• Ownership of complex technical escalations
• Clear opportunities for ongoing learning and professional development
• The chance to make a meaningful impact as a senior technical resource

What you need to do now

If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV to [email protected]

If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.#2980581