3rd Line Service Desk Engineer

Are you a skilled IT professional looking to take the next step in your career? We’re seeking a 3rd Line Engineer to join our Service Desk team. If you’re passionate about solving complex technical issues and mentoring others, this role is your chance to shine.

What You’ll Do:

• Be the Go-To Expert: Provide advanced technical support by responding to escalations from 1st line, 2nd line, and field engineers.
• Solve Complex Problems: Leverage your deep technical knowledge to resolve aged tickets and meet KPIs.
• Streamline Operations: Log all activities in our CRM and ensure client documentation is up-to-date.
• Client-Focused Excellence: Prioritize and resolve technical queries to exceed customer service expectations.
• Team Leadership: Offer guidance to engineers and maintain seamless support for clients.
• Out-of-Hours Support: Provide support on a rotational basis, ensuring client satisfaction at all times.
• Stay Secure: Uphold information security standards by following the company’s ISMS and policies.

What You’ll Bring:

Essential Qualifications and Experience:

• Proven experience as a Service Desk Engineer.
• Expertise in Microsoft Windows Server/Desktop Environments.
• Advanced knowledge of:
  • Microsoft 365, Exchange Online, and Azure (AAD, SaaS, IaaS, PaaS).
  • Backup/DRaaS technologies.
  • Networking (TCP/IP, Routing/Switching, Firewall Configuration, VPNs, VLAN, etc.).
  • Security tools like SSL Certificates and Mimecast email security.
• Hands-on experience with:
  • Conditional Access Management.
  • Mobile Device Management.
  • Azure Information Protection/DLP.
  • Shared computing environments (RDS/Azure Virtual Desktop).
• Excellent communication and customer service skills.

Desirable Skills:

• Knowledge of Linux-based systems.
• Experience with voice support.
• Proficiency in PowerShell and scripting.

Why Join Us?

This is more than just a job—it’s a career opportunity where you’ll lead, learn, and grow in a fast-paced, supportive environment. As a 3rd Line Engineer, you’ll play a critical role in delivering exceptional service while advancing your technical and leadership skills.

Ready to Elevate Your Career?

If you’re ready to tackle exciting challenges and make an impact, apply today to become part of our talented team. Let’s innovate and grow together!