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3rd Line Engineer

Full Time
Posted 6 months ago

Our client is a prominent service provider specializing in Microsoft Golf partner management, catering to a diverse clientele of hundreds of SMEs and Small Enterprises throughout the Northwest. The company excels in delivering comprehensive solutions, both in the cloud and on-premise. Their proficiency extends to various areas, including IT support, telecoms, cybersecurity, disaster recovery, and more.

Job Description

In this role, you’ll be tackling complex tickets, contributing to project delivery, and gradually progressing to higher-level responsibilities. Your responsibilities will also extend to mentoring junior members of the Service Desk, aiding in the enhancement of their technical skills, and collaborating with them on ticket resolutions. Additionally, this position involves on-site visits to better serve their clients. This is a fantastic opportunity to join an award-winning Managed Service Provider and be part of their growth journey and success story.


  • Resolving customer issues via a ticketing system, phone and email
  • Detailed and complex tickets that have been escalated from the Service Desk
  • Supporting Service Desk Engineers and providing knowledge transfer where required
  • Ability to work free-standing and proactively look for opportunities to provide better service to the customer base
  • Working with customers on complex issues that require attention to detail and a high level of customer service understanding
  • Working to Service Level Agreements
  • Working on complex alerts and monitoring tickets to proactively prevent downtime
  • Switching configurations and troubleshooting including Cisco, Meraki, HP
  • Firewalls and Router configurations and troubleshooting including Meraki
  • Advanced Windows Server troubleshooting including 2012/2016/2019 versions
  • Windows endpoint troubleshooting including Windows 7 and Windows 10
  • Advanced Office 365 Administration including troubleshooting and setting up
  • Vmware knowledge is required for this role, with previous experience expected
  • Advanced TCP/IP, Lan, Wan, and VPN troubleshooting
  • Building solid relationships with customers
  • Delivering suitable on-site work when requested by other teams within the business, such as delivering hardware or fundamental setup within experience range to assist with any resource limitations within the business


  • Five years experience in end-user support
  • Three years experience of working on a Service Desk/Help Desk
  • Suitable qualifications to demonstrate understanding of Microsoft or Hypervisor solutions
  • Excellent customer service skills
  • High level of interpersonal skills
  • An ability to accurately triage technical requests
  • A valid UK driving license

Additional Information


Our client has an engagement policy with perks and benefits, including:

  • Tools to get the job done – A new high-spec Dell laptop and mobile phone expenses
  • Cashback Healthcare Plan
  • Career and personal development
  • Annual away day for feedback and positive change
  • Fun CSR activities, a friendly environment, and a relaxed workplace
  • Social days/evenings
  • Hot lunch on the last Friday of every month, with a catered-for-style lunch every quarter
  • Xmas parties (which are on another level!)
  • Weekly fruit basket, tea, coffee, and fruit juice provided
  • Inpowa – employee reward system – prizes for the great work you do
  • Annual Incremental holidays (maximum of 5 extra days after 3 years’ service)
  • Ability to purchase holidays
  • Long service rewards and awards
  • Pension Scheme
  • Career Progression policy of internal recruitment over external
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