Service Desk Engineer (3rd Line)

Job Title: Service Desk Engineer (3rd Line)

Location: Hybrid, Based from our Newcastle office (Cobalt Business Park)

Annual salary: Circa £35,000 depending on skills & experience

Cybit

About Cybit

Predict. Protect. Perform

We're a team of passionate professionals dedicated to delivering positive business outcomes. Our technology propositions are led by data intelligence and AI to ensure that our customers can operate confidently with the right digital workspace, security, cloud solutions and managed services. We are motivated by a single belief that if we do our jobs right for our customers, we can make a positive difference to the people and world around us; by helping businesses achieve greater productivity and resilience through the right technology implementation and management, and supporting essential public sector organisations to deliver on the critical work they do.

Why Join Us?

Joining Cybit means becoming part of a dynamic and outcome-focused team that spans locations in Berkshire and Newcastle. Our team value each other first and foremost, respect the talent, ideas and skills we can contribute to making Cybit a special and rewarding place to work.  

At Cybit, you are recognised and valued, and you can make a real difference to how our company delivers and is viewed as a brand.

If you're looking for a challenging and fulfilling career in technology, Cybit is the place for you. Together, we will create a safer, more resilient future for everyone.

Guide to what a Service Desk Engineer (3rd Line) does at Cybit

Working within the Support team, the Service Desk Engineer provides 3rd line technical support and maintenance to all supported IT business users, systems, hardware, and applications. Whilst providing expert technical support, the Service Desk Engineer will ensure incidents and requests are resolved in an efficient and professional manner in line with service level commitments.

This role offers clear opportunities for progression and professional development, providing a strong pathway to grow capability and advance your career within a dynamic technology organisation.

What are some of the key tasks a Service Desk Engineer is responsible for?

Providing quality IT infrastructure support to clients remotely, and in person whilst providing a high level of customer service with the ability to empathise to customer issues.

• Resolving incidents and requests through root cause analysis in a logical and thorough approach.
• Creating and maintaining technical documentation.
• Working with key stakeholders and partner organisations such as Sophos or Mimecast.
• Supporting the infrastructure team with project delivery.
• Participating where required in an on-call rota.
• Taking ownership of your own personal development to enhance your skills & knowledge, including completing relevant certifications is essential.
• This is a hybrid role with a requirement to attend the office at least 3 times per week.

We are looking for someone with

• Experience in a 2nd/3rd Line Support or Service Desk Engineer role.
• Experience configuring and maintaining Windows Server environments.
• Strong knowledge of cloud technologies, including Microsoft 365 and AWS.
• Experience managing virtualised environments (VMware, Hyper-V, and Citrix).
• Knowledge of backup and recovery solutions, including Veeam and Acronis.
• Strong networking knowledge, including switching, VLANs, routing, remote access, firewalls, and DMZ security.
• Experience working with Cisco, Aruba, and Sophos technologies, including Cyber-Defence and MDR solutions.
• Strong troubleshooting, root cause analysis, and customer service skills.
• Strong teamwork and communication skills, with the ability to build positive working relationships and contribute effectively to a team.
• Understanding of ITIL processes and principles, with the ability to apply them effectively to support consistent, efficient, and customer-focused IT service delivery.

Nice to have

• Relevant Microsoft, Azure, VMware, Sophos, Cisco, or ITIL certifications.

Be well looked after

Happy people make happy businesses. We have a great range of flexible benefits which helps you to do your best work every day. This includes:

• Enhanced Pension contribution scheme
• 33 days annual leave including bank holidays (& the opportunity to buy more if desired)
• Healthcare cash plan
• Private Medical Insurance (upon passing probation)
• Company electric car scheme
• Cycle to work scheme
• Employee assistance programme
• Occupational sick pay
• Birthday day off
• Enhanced family leave
• Volunteering time available

Cybit is passionate about having a diverse workforce by encouraging equality, diversity, and inclusion throughout the business. We have an inclusive environment where employees are encouraged to speak openly about what matters to them. This allows us all to learn and grow together within a safe and respectful environment. We provide equal opportunities to all and are a proud member of the Disability Confident scheme.

You may have experience as: Service Desk Analyst, Service Desk Engineer, 3r line Engineer, Technical Operations Engineer, IT Engineer.