3rd Line Service Desk Engineer

Are you a skilled IT professional looking to provide advanced technical support in a dynamic service desk environment? We are seeking a dedicated 3rd Line Engineer to support multiple clients, serve as an escalation point for other service desk engineers, and offer technical leadership to both our team and clients.

Duties and Responsibilities:

• Escalation Support: Provide expert support and technical assistance to resolve queries from 1st line, 2nd line, and field engineers.
• Prioritisation and Resolution: Efficiently prioritise and respond to technical queries to meet KPIs and customer service expectations.
• Ticket Resolution: Utilise advanced technology knowledge to resolve aged tickets, ensuring KPI targets are met.
• Activity Logging: Log and manage all activities within the CRM system, adhering to established Service Desk procedures.
• Client Documentation: Maintain and update accurate documentation for client sites.
• Out-of-Hours Support: Participate in a rota to provide out-of-hours support for 2nd and 3rd line issues.
• Information Security: Comply with the company’s Information Security Management System (ISMS) and relevant policies to maintain information security.

Qualifications, Knowledge, and Experience:

Essential:

• Demonstrable experience as a Service Desk Engineer.
• Proficient in Microsoft Windows Server/Desktop Environments.
• In-depth experience with Microsoft 365 and related technologies:
  • Exchange Online
  • Azure Active Directory
  • Conditional Access/MFA
  • Mobile Device Management
  • Azure Information Protection/DLP
• Expertise with Backup/DRaaS technologies, Azure Active Directory & IaaS.
• Strong knowledge of Networking technologies (TCP/IP, Firewall, Routing/Switching), InTune & Conditional Access Technologies.
• Excellent customer service and communication skills.

Desirable:

• Knowledge of Networking (S2S/P2S VPN, VLAN, LACP), Firewalls (NAT/PAT/ACLs), SSL Certificates, Voice support, and Mimecast email security.
• Current and valid UK driving license.

How to Apply:

If you are passionate about delivering exceptional technical support and meet the above qualifications, we would love to hear from you. Please apply!

Join us and be part of a team that values technical excellence and customer satisfaction!

Air IT is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.