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- Tasks: Resolve high-priority tech issues and guide junior engineers in a dynamic environment.
- Company: Leading MSP in Central London with a skilled Service Desk team.
- Benefits: Competitive salary, 28 days holiday, paid certifications, healthcare, and hybrid working.
- Why this job: Join a collaborative team and tackle exciting challenges in tech support.
- Qualifications: 3+ years in MSP, strong troubleshooting skills, and excellent communication.
- Other info: Opportunity for career growth in a fast-paced, supportive atmosphere.
The predicted salary is between 39000 - 52000 £ per year.
Location: Oxford Circus, Central London
Salary: £45,000 - £50,000 Plus 28 Days Holiday, Paid Certifications/Qualifications, Healthcare, Hybrid Working and more
A leading, accredited MSP in Central London with a highly skilled Service Desk is looking for a 3rd Line Support Engineer to join their team. They support a broad client base and operate a structured escalation function for P1 and P2 incidents.
You will join as a senior escalation point on the Service Desk, working closely with the Service Desk Manager, Escalations Team Leader and other senior engineers to ensure business critical issues are resolved quickly and properly. This is a hands-on 3rd line role, with responsibility for both resolution and technical guidance to 2nd line engineers.
Key Responsibilities- Own and resolve high priority (P1/P2) escalations
- Troubleshoot across Microsoft cloud, servers, virtualisation and networking
- Support and guide 2nd line engineers on complex issues
- Manage tickets and communication via ConnectWise
- Work with third parties and senior stakeholders to reach resolution
- Microsoft 365 including Exchange Online, SharePoint and Teams
- Microsoft Azure (IaaS, networking, identity)
- Windows Server administration and troubleshooting
- VMware and Hyper-V virtualisation platforms
- Active Directory, Group Policy and Entra ID
- Networking fundamentals including firewalls, switching and connectivity
- 3+ years experience in an MSP, ideally in 3rd line or senior 2nd line escalation
- Strong troubleshooting ability and calm under pressure
- Strong stakeholder communication (internal and external)
- ITSM/MSP tooling experience
3rd Line Support Engineer employer: Elevate Technology Group Ltd
Contact Detail:
Elevate Technology Group Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend meetups, and engage with professionals on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Prepare for those interviews! Research common questions for 3rd Line Support roles and practice your responses. Make sure you can showcase your troubleshooting skills and experience with Microsoft technologies confidently.
✨Tip Number 3
Don’t just apply anywhere; focus on companies that align with your values and career goals. Check out our website for openings that excite you and tailor your approach to each role.
✨Tip Number 4
Follow up after interviews! A quick thank-you email can go a long way in keeping you top of mind. It shows your enthusiasm for the role and gives you another chance to highlight your fit for the position.
We think you need these skills to ace 3rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with the core technologies mentioned in the job description. We want to see how your skills align with what we're looking for, so don’t be shy about showcasing your 3+ years in an MSP!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the 3rd Line Support Engineer role. We love seeing enthusiasm and a bit of personality, so let us know what excites you about this opportunity.
Showcase Your Troubleshooting Skills: In your application, give examples of how you've tackled high-priority escalations in the past. We’re looking for someone who can stay calm under pressure, so share those stories that highlight your problem-solving prowess!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it’s super easy!
How to prepare for a job interview at Elevate Technology Group Ltd
✨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 those involving P1/P2 incidents. This will show that you’re not just familiar with the tech but can also handle high-pressure situations.
✨Showcase Your Communication Skills
Since you'll be working closely with both 2nd line engineers and senior stakeholders, it's crucial to demonstrate your communication skills. Prepare examples of how you've effectively communicated complex technical issues to non-technical audiences or collaborated with teams to resolve escalations.
✨Familiarise Yourself with ConnectWise
As ticket management is a key part of the role, make sure you understand how ConnectWise works. If you’ve used similar ITSM tools, be ready to discuss your experience and how it can translate to using ConnectWise efficiently.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that test your problem-solving abilities. Think of a few challenging situations you've encountered in your previous roles and how you resolved them. This will help you illustrate your hands-on experience and calmness under pressure.