At a Glance
- Tasks: Troubleshoot technical support tickets and guide the 2nd Line team.
- Company: Award-winning MSP in Central London with a collaborative culture.
- Benefits: Competitive salary, training, and full support for certification exams.
- Other info: Great career growth opportunities in a vibrant work environment.
- Why this job: Join a dynamic team and make a real impact in IT support.
- Qualifications: Experience in IT support and strong communication skills.
The predicted salary is between 39000 - 45000 £ per year.
My client is an award-winning MSP based in Central London who are recruiting a 3rd Line IT Support Desk Engineer to join its highly accredited UK Help Desk operations.
Overall, the Help Desk consists of 30 Engineers, of which 9 are based in the Philippines. As a 3rd Line IT Support Desk Engineer, you will be reporting to the Service Desk Manager and work alongside other 3rd Line Senior Engineers and the Escalations Team Leader to ensure Critical (P1) and Priority (P2) service tickets are resolved for our clients.
3rd Line IT Support Desk Engineer Responsibilities:
- Troubleshoot a range of technical support tickets logged by clients on the following technologies:
- Microsoft 365
- Azure
- VMware & Hyper V
- Administration and Troubleshooting of Windows Server 2016, 2019
- Network troubleshooting that 2nd Line Engineers cannot resolve
- Supporting Firewalls and Switches related support tickets
- Using ConnectWise to log and respond to support tickets
- Identifying and escalating higher level issues to a Head of Service for guidance and steering
- Being a team player, delivering support in a friendly and positive manner
- "Steer the wheel" and provide guidance as required to 2nd Line Escalations Teams
- Work with the Service Desk Management Team to balance priorities and workload as required
- Ability to work with internal and external stakeholders on tickets leading up to their resolution
- Ability to work with 3rd parties as required for ticket resolution
3rd Line IT Support Desk Engineer Skills:
- Experience in a similar role as part of a support desk team
- Excellent interpersonal skills
- Calm and effective communicator
- Ability to prioritise own workload or as required by Service Desk Management Team
- Excellent verbal and written communication skills in English.
3rd Line IT Support Desk Engineer Qualifications:
- Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
- Any Microsoft Cloud Certifications would be good to have.
3rd Line IT Support Desk Engineer Experience:
- Relevant experience of 3 to 5 Years in a similar role (preference given to candidates with UK MSP experience)
- Working Experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and NinjaOne.
- Exams towards certifications relevant for your role fully paid for!
Services advertised by Gold Group are those of an Agency and/or an Employment Business. We will contact you within the next 14 days if you are selected for interview. For a copy of our privacy policy please visit our website.
3rd Line IT Support Desk Engineer in Colchester employer: Gold Group Ltd
Join an award-winning Managed Service Provider in the heart of Central London, where you will be part of a dynamic team of IT professionals dedicated to delivering exceptional support. With a strong focus on employee development, we offer comprehensive training and certification opportunities, alongside a collaborative work culture that values teamwork and innovation. Enjoy competitive benefits and the chance to work with cutting-edge technologies in a vibrant city environment, making this an ideal place for your career growth.
StudySmarter Expert Advice🤫
We think this is how you could land 3rd Line IT Support Desk Engineer in Colchester
✨Tip Number 1
Network, network, network! Get out there and connect with people in the industry. Attend meetups, webinars, or even just grab a coffee with someone who works in IT support. You never know who might have a lead on your next job!
✨Tip Number 2
Show off your skills! If you’ve got experience with Microsoft 365, Azure, or any of the other tech mentioned in the job description, make sure to highlight that in conversations. Share examples of how you've solved tricky problems in the past.
✨Tip Number 3
Don’t be shy about following up after interviews. A quick thank-you email can go a long way in keeping you top of mind. Plus, it shows you’re genuinely interested in the role and the company!
✨Tip Number 4
Apply through our website! We’ve got loads of resources to help you land that 3rd Line IT Support Desk Engineer role. Plus, it’s a great way to ensure your application gets seen by the right people.
We think you need these skills to ace 3rd Line IT Support Desk Engineer in Colchester
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience with Microsoft 365, Azure, and any relevant IT support roles. We want to see how your skills match up with what we're looking for!
Craft a Compelling Cover Letter:Use your cover letter to showcase your personality and explain why you're the perfect fit for our team. Let us know about your passion for IT support and how you handle tricky situations.
Show Off Your Communication Skills:Since excellent verbal and written communication is key for this role, make sure your application reflects that. Keep it clear, concise, and professional – we love a good communicator!
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 Gold 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 encountered in the past, as this will show your practical experience and problem-solving skills.
✨Show Off Your Communication Skills
As a 3rd Line IT Support Desk Engineer, you'll need to communicate effectively with both clients and team members. Practice explaining complex technical issues in simple terms, and be prepared to demonstrate your calm and friendly approach during the interview.
✨Familiarise Yourself with ITSM Tools
Since you'll be using tools like ConnectWise, it’s a good idea to have a basic understanding of how they work. If you’ve used similar tools before, be ready to share your experiences and how you’ve leveraged them to improve ticket resolution times.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific technical issues or prioritise tasks. Think of examples from your previous roles where you successfully resolved critical tickets or collaborated with other teams, as this will highlight your ability to work under pressure.
