At a Glance
- Tasks: Resolve high-priority tech issues and guide junior engineers in a dynamic environment.
- Company: Leading MSP in Central London with a collaborative and skilled team.
- Benefits: Competitive salary, 28 days holiday, paid certifications, and healthcare.
- Other info: Enjoy hybrid working and opportunities for professional growth.
- Why this job: Join a hands-on role and make a real impact on critical business operations.
- Qualifications: 3+ years in MSP, strong troubleshooting skills, and excellent communication.
The predicted salary is between 45000 - 50000 £ per year.
A leading, accredited MSP in Central London with a skilled Service Desk, supporting a broad client base and 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.
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
Core Technologies
- 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
What They’re Looking For
- 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
Location & Benefits
- Location: Central London
- Salary: £45,000 - £50,000 per year
- Job type: Permanent
- Hybrid working
3rd Line Support Engineer employer: Elevate Technology Group
As a leading accredited Managed Service Provider in Central London, we pride ourselves on fostering a collaborative and dynamic work environment that prioritises employee growth and well-being. With competitive salaries, generous holiday allowances, and support for professional development through paid certifications, we empower our team to excel in their roles while enjoying the vibrant culture of the city. Join us to be part of a skilled team dedicated to delivering exceptional service and innovative solutions to our diverse client base.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line Support Engineer
✨Tip Number 1
Network like a pro! Attend industry meetups or tech events in London to connect with other professionals. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Consider creating a personal project or contributing to open-source work that showcases your troubleshooting abilities and knowledge of Microsoft technologies. This can really make you stand out during interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on your technical knowledge, especially around P1/P2 incident management and the core technologies mentioned in the job description. Practice explaining complex issues clearly and calmly.
✨Tip Number 4
Don’t forget to apply through our website! We’re always looking for talented individuals like you. Plus, it’s a great way to ensure your application gets the attention it deserves.
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 3rd line support and the specific technologies mentioned in the job description. We want to see how your skills align with what we're looking for!
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 team and how your past experiences have prepared you for this role. Keep it engaging and relevant!
Showcase Your Troubleshooting Skills:In your application, give examples of how you've tackled high-priority escalations in the past. We love seeing candidates who can stay calm under pressure and resolve issues effectively!
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 from us!
How to prepare for a job interview at Elevate Technology Group
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and virtualisation technologies. Be ready to discuss specific troubleshooting scenarios you've faced and how you resolved them. This will show that you're not just familiar with the tech but can also handle high-pressure situations.
✨Showcase Your Communication Skills
As a 3rd Line Support Engineer, you'll need to communicate effectively with both technical teams and non-technical stakeholders. Prepare examples of how you've successfully communicated complex issues in the past, especially when guiding 2nd line engineers or working with third parties.
✨Familiarise Yourself with Their Tools
Get to know ConnectWise and any other ITSM tools they use. If you have experience with similar platforms, be ready to discuss how you used them to manage tickets and improve service delivery. This shows you're proactive and can hit the ground running.
✨Prepare for Scenario-Based Questions
Expect questions that put you in real-world scenarios, like handling a P1 escalation. Think through your approach to problem-solving and how you'd prioritise tasks under pressure. Practising these scenarios can help you articulate your thought process clearly during the interview.
