At a Glance
- Tasks: Troubleshoot and resolve high-level technical issues while supporting client infrastructure.
- Company: Join a dynamic UK-based managed service provider focused on tailored IT solutions.
- Benefits: Enjoy competitive salary, professional development, and flexible working hours.
- Other info: Gain exposure to a variety of technologies and enjoy ongoing training opportunities.
- Why this job: Make a real impact by solving complex IT challenges for diverse clients.
- Qualifications: 5+ years in IT support, strong troubleshooting skills, and excellent communication.
The predicted salary is between 40000 - 50000 £ per year.
digitalphobia is a UK-based managed service provider delivering high-quality tailored IT support, consultancy, and strategic technology solutions to businesses of all sizes. We work closely with clients to understand how they use IT, enabling the design and delivery of solutions that improve efficiency and support long-term growth. Our services span managed IT support, cloud solutions, cyber security, disaster recovery, and IT strategy, with a strong focus on proactive service delivery, transparency, and long-term client relationships.
Role Overview
The 3rd Line Service Desk Engineer is a client-facing role responsible for resolving high-level technical issues, supporting client infrastructure, and contributing to changes. This role operates within a structured MSP service environment, requiring adherence to ticketing processes, SLAs & utilisation targets, while maintaining a high standard of customer service and technical output. You will be working as a core member of the Service Team, with strong engagement with our projects and senior staff.
Our Technologies
- Enterprise firewall management
- Networking (switching, access points)
- Email solutions
- Document management solutions
- Cloud-based email filtering
- Identity Management Platforms
- Centrally managed signatures
- Security tools (SIEM, Managed Detection and Response)
- Enterprise password management tools
- Hosted Telephony
- Managed Backup and Disaster Recovery
- PSA and RMM platforms
- AI platforms
What you’ll be doing
Service Delivery
- Troubleshoot, support, and maintain platforms included in our core technology stack
- Act as a primary escalation point for 1st and 2nd line engineers
- Take ownership of priority and complex tickets through to resolution
- Perform root cause analysis and implement permanent fixes
- Maintain high first-time fix rates where possible
- Perform infrastructure maintenance and patching
Change Delivery
- Deliver technical elements of IT changes, led by senior staff (implementations, migrations, upgrades)
- Work with internal and client stakeholders to ensure successful change delivery, with minimal disruption
Onsite Work
- Attend site visits on a regular and ad-hoc basis
- Deliver onsite troubleshooting, maintenance, and changes
Quality & Workload Management
- Output a high standard of client communication via phone and email
- Build strong relationships with clients, acting as a trusted advisor to our diverse client base
- Proactively maintain your workload, providing regular updates to key stakeholders
- Ensure tickets are accurately logged, updated in a timely fashion, and resolved within agreed SLAs
- Create and maintain documentation to a high standard (both internal and client-facing)
- Follow internal processes, standards, and industry best practices
- Contribute to continual service improvement
Requirements
- A minimum of 5 years of hands-on experience within business IT support/services
- Strong hands-on and troubleshooting experience with the core technologies within our stack
- Demonstrable experience with PowerShell and automation
- Ability to manage multiple priorities and work independently
- Excellent communication skills – able to convey technical concepts to non-technical stakeholders
- Full UK driving licence and unrestricted use of your own vehicle (required for site visits, mileage expensed)
- Experience in an MSP environment
- Relevant Microsoft / Azure certifications (achieved or working towards)
- Exposure to ITIL-based service environments
- Experience with Mac and Linux
Working Pattern
- Office-based in Botley (full time Monday-Friday)
- Regular onsite client visits, plus ad-hoc visits when required
- Standard business hours with occasional (~1 day per week) early shift
- Early shift 08:00-16:30, standard shift 09:00-17:30
- Ability to be flexible with working hours (when required, dependent on severity and workload)
What We Offer
- Exposure to a broad range of technologies and client environments
- Opportunities to work on varied and complex IT changes/projects
- Structured MSP environment with clear processes
- Ongoing professional development including funded certification in technologies relevant to the business
3rd Line Service Desk Engineer employer: digitalphobia Ltd
At digitalphobia, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Botley where innovation and collaboration thrive. Our commitment to employee growth is evident through ongoing professional development opportunities and exposure to a diverse range of technologies, ensuring that our team members are equipped to excel in their roles. With a strong focus on proactive service delivery and client relationships, we foster a culture of transparency and support, making us an ideal choice for those seeking meaningful and rewarding employment in the IT sector.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Service Desk Engineer
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what digitalphobia Ltd values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges digitalphobia Ltd might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at digitalphobia Ltd!
✨Direct Apply to digitalphobia Ltd
Let's not forget to apply directly through the digitalphobia Ltd website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace 3rd Line Service Desk Engineer
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at digitalphobia Ltd.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at digitalphobia Ltd. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at digitalphobia Ltd
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
