3rd Line Support

Provide 3rd line technical support to internal and external users, ensuring incidents are resolved efficiently and professionally in line with service level commitments. Responsibilities include support and maintenance of IT systems, hardware, and applications, while delivering exceptional customer service and managing workload effectively.

This role offers opportunities to explore solutions independently and develop technical skills with challenging products and technologies.

• Prioritising and assessing new incidents via phone, email, Teams, and help desk system
• Incident and queue management
• 3rd line issue resolution and first-time fixes
• Liaising with colleagues/stakeholders to ensure effective service delivery
• Providing first point of contact support and excellent customer service
• Working within SLAs to deliver efficient resolutions
• Accurate documentation in help desk and asset management systems
• Managing own workload and occasional remote work across UK offices
• Executing changes via approved change management procedures
• Recommending and implementing technical/process improvements
• Mentoring internal/external users
• Managing third-party service provider relationships
• Escalating issues to senior technical staff or external IT partners
• Creating documentation and contributing to procedures
• Providing escalation support to 1st/2nd line engineers

• Exceptional customer service skills

• Minimum 1 year in a similar role

• Full UK driving license and insured transport required

Technical Skills Required:

• Active Directory / Microsoft Entra ID

• Microsoft 365 Administration

• Windows Server (2016–2022)

• SQL Server (database support & maintenance)

• SharePoint administration

• Anti-virus, MDR/EDR, Cloud Optix platforms

• Microsoft Intune

• Vulnerability management

• Web/Application filtering

• Networking (NAC, 802.1x, VLANs)

• Desktop, network & peripheral tech

• End user device and printer support

• Windows 10 & 11

• Microsoft Office (2016 & 2019)

• Device builds via Intune

• Mobile/tablet configuration

• Troubleshooting & fault finding

• ITIL awareness

• Security best practices

• End user, server, and cloud experience

• Networking and infrastructure proficiency

• Microsoft Office 365, Azure, and Server experience

• SLA-based customer service

• Microsoft certifications (e.g., Azure Fundamentals/Admin, 365 Fundamentals)

• Firewall and IT security support

• ITIL v4 Foundation

• Understand business impact of IT and prioritise effectively

• Perform well under pressure with proactive attitude

• Organised, analytical, and motivated to learn

• Adaptable with strong communication and relationship skills

• Positive approach to problem-solving and ambiguity

• Ownership and initiative in issue resolution

• Effective collaboration with internal teams and third parties

• Proven experience in user-focused environments

• Willingness to travel to remote sites