IT Helpdesk Technician - Level 3
All potential applicants are encouraged to scroll through and read the complete job description before applying.
Newark, Full Time, Permanent
£36,500 - £38,500 per annum (dependent on experience)
Future Prospects Group are delighted to be working with our client, an award-winning business to recruit a IT Helpdesk Technician - Level 3 on a full-time, permanent basis.
Based out of their Newark office, this role is the senior escalation authority for the helpdesk, offering an outstanding opportunity for an experienced technical engineer to solve complex infrastructure problems, spearhead root cause analysis, and mentor junior colleagues in a collaborative MSP environment.
THE ROLE
Your responsibilities as a IT Helpdesk Technician - Level 3 will include:
- Acting as the primary third-line escalation point for complex, sensitive, and high-priority incidents across IT and VoIP systems, taking full ownership through to resolution.
- Diagnosing and resolving advanced technical issues across Windows Server, Microsoft 365, Entra ID, networking, security, and endpoint management environments.
- Leading problem management for major and recurring incidents, conducting root cause analysis, and deploying permanent fixes via formal change control.
- Managing escalations with third-party vendors, carriers, and platform providers while ensuring all parties adhere to agreed service level agreements.
- Maintaining comprehensive and accurate ticket records within the PSA, ensuring complete time tracking, accurate client billing, and regular customer communication.
- Serving as the senior technical mentor for first- and second-line team members, providing guidance and coaching on complex tickets to build internal capability.
- Authoring and updating technical knowledge base articles, standard operating procedures, and customer infrastructure documentation.
- Executing remote configuration changes and minor project implementations, such as Microsoft 365 and Intune rollouts, firewall modifications, and server updates.
THE CANDIDATE
The ideal IT Helpdesk Technician - Level 3 will be able to demonstrate the following key skills and experience:
- Substantial third-line IT support experience acting as the final technical escalation point, specifically within an MSP environment supporting multiple client estates.
- In-depth technical knowledge of Windows Server (2019/2022/2025), Active Directory, Entra ID, and hybrid identity synchronisation. xgikmsk
- Strong hands-on administration and deployment skills across the Microsoft 365 suite, Intune, Defender for Business, and Conditional Access.
- Proven expertise in design-level configuration and troubleshooting for firewalls, routers, managed switc...
IT Helpdesk Technician in Newark on Trent employer: Future Prospects Careers
Join a forward-thinking automotive company in Newark, where your role as Sales Manager will not only allow you to lead a passionate sales team but also foster a culture of growth and excellence. With competitive salaries, an attractive commission scheme, and opportunities for professional development, this is the perfect environment for those looking to make a significant impact while enjoying a supportive work atmosphere. Embrace the chance to drive business success and enhance customer satisfaction in a dynamic setting that values innovation and teamwork.
