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For Companies At a Glance
- Tasks: Resolve complex IT issues and support cutting-edge technologies in a fast-paced environment.
- Company: Leading Managed Service Provider in London with a strong reputation.
- Benefits: Competitive salary, career growth, and a dynamic work culture.
- Why this job: Join a senior team and make a real impact on client solutions.
- Qualifications: 3-5 years in 3rd Line support with strong Microsoft Cloud knowledge.
- Other info: Exciting opportunities for professional development and certifications.
A highly accredited Managed Service Provider (MSP) in London are looking for an experienced 3rd Line IT Support Engineer to join its senior Service Desk team. This role suits a strong technical engineer with MSP background who thrives in resolving P1 / P2 escalations in a fast-paced environment.
The Role:
- Resolve complex 3rd Line escalations across Microsoft & infrastructure technologies
- Troubleshoot Microsoft 365, Azure, Windows Server 2016/2019
- Support VMware, Hyper-V, networking, firewalls and switches
- Act as a technical escalation point for 2nd Line Engineers
- Work closely with Service Desk Management on priorities & workload
- Use ConnectWise (PSA/ITSM) to manage tickets and escalations
- Liaise with internal teams, clients, and 3rd-party vendors
Key Skills & Experience:
- 3–5 years’ experience in a 3rd Line / Senior Service Desk / MSP role
- Strong Microsoft Cloud knowledge (Microsoft 365, Teams, Azure)
- Windows Server, virtualisation & network troubleshooting
- Experience with ITSM / PSA tools (ConnectWise, BrightGauge, ITBoost, SmileBack, CrushBank)
- Excellent communication skills and calm approach to critical incidents
- UK MSP experience strongly preferred
Desirable:
- Microsoft certifications (AZ / MS / M365)
- Firewall & switching experience
3rd Line IT Support Desk Engineer in London employer: Crestwave Solutions
Contact Detail:
Crestwave Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line IT Support Desk Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work in MSPs. Attend industry events or webinars to meet potential employers and show off your skills.
✨Tip Number 2
Prepare for technical interviews by brushing up on your troubleshooting skills. Be ready to demonstrate how you’d handle P1/P2 escalations and discuss your experience with Microsoft technologies and ITSM tools.
✨Tip Number 3
Don’t just apply; engage! When you submit your application through our website, follow up with a friendly email expressing your enthusiasm for the role. It shows initiative and keeps you on their radar.
✨Tip Number 4
Showcase your certifications! If you’ve got any Microsoft certifications, make sure they’re front and centre in your discussions. They can really set you apart from other candidates in the competitive MSP landscape.
We think you need these skills to ace 3rd Line IT Support Desk Engineer in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with 3rd Line support and any relevant MSP background. We want to see how your skills match the job description, so don’t be shy about showcasing your Microsoft Cloud knowledge and troubleshooting expertise!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our senior Service Desk team. Share specific examples of how you've resolved complex escalations and worked in fast-paced environments – we love a good story!
Show Off Your Technical Skills: When filling out your application, make sure to mention your experience with tools like ConnectWise and your familiarity with technologies like Azure and Windows Server. We’re looking for someone who can hit the ground running, so let us know what you bring to the table!
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s quick and easy, and we can’t wait to see your application come through. Don’t miss out on this opportunity – apply now!
How to prepare for a job interview at Crestwave Solutions
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and Windows Server. Be ready to discuss specific troubleshooting scenarios you've faced in the past, especially with P1/P2 escalations. This will show that you’re not just familiar with the tech but can handle real-world challenges.
✨Familiarise Yourself with ConnectWise
Since this role involves using ConnectWise for ticket management, it’s a good idea to get comfortable with its features. If you’ve used similar ITSM tools, be prepared to talk about how you managed tickets and escalations effectively. This will demonstrate your adaptability and readiness for the role.
✨Show Off Your Communication Skills
As a 3rd Line IT Support Engineer, you'll need to communicate clearly with both technical teams and clients. Practice explaining complex technical issues in simple terms. This will highlight your ability to remain calm and collected during critical incidents, which is crucial for this position.
✨Prepare Questions for Them
Interviews are a two-way street! Think of insightful questions to ask about their team dynamics, the types of projects you’d be working on, or how they handle escalations. This shows your genuine interest in the role and helps you assess if the company is the right fit for you.
