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- Tasks: Troubleshoot technical support tickets and guide the team in resolving issues.
- Company: Award-winning MSP based in Central London with a vibrant team culture.
- Benefits: Competitive salary, training opportunities, and supportive work environment.
- Why this job: Join a dynamic team and enhance your IT skills while making a real impact.
- Qualifications: 2-3 relevant certifications and experience in IT support roles.
- Other info: Great career growth potential and exams for certifications fully funded.
Permanent Central London Office Based
£45k - £50k + Training + Benefits
My client is an award-winning MSP based in Central London who are recruiting a 3rd Line IT Support 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 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 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
- 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.
- Good understanding of Microsoft Cloud technologies (Teams & Microsoft 365).
- 2 or 3 of the following certification of AZ104 / AZ700 / AZ500 / SC200 / MS100 / CCNA
- 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 by my client!
3rd Line IT Support Engineer in London employer: Gold Group
Contact Detail:
Gold Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3rd Line IT Support Engineer in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT world, especially those who work at MSPs. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and understanding the latest trends in Microsoft Cloud technologies. We want you to shine when discussing your experience with Azure and Microsoft 365!
✨Tip Number 3
Show off your problem-solving skills during interviews. Be ready to discuss specific examples of how you've tackled tricky support tickets in the past. We love hearing about your success stories!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always on the lookout for passionate candidates like you to join our team.
We think you need these skills to ace 3rd Line IT Support Engineer in London
Some tips for your application 🫡
Read the Job Description Carefully: Before you start your application, make sure to read through the job description thoroughly. We want to see that you understand what we're looking for in a 3rd Line IT Support Engineer and how your skills match up with our needs.
Tailor Your CV: Don’t just send out the same CV for every job. Take a moment to tailor your CV to highlight your relevant experience and certifications like AZ104 or CCNA. We love seeing how your background fits with what we do!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how you can contribute to our team. We appreciate a friendly tone that reflects your personality.
Apply Through Our Website: When you're ready to apply, make sure to do it through our website. It’s the easiest way for us to keep track of your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Gold Group
✨Know Your Tech Inside Out
Make sure you brush up on the technologies mentioned in the job description, like Microsoft 365, Azure, and VMware. Be ready to discuss your experience with these tools and any relevant certifications you hold, as they’ll likely ask you about specific scenarios you've encountered.
✨Showcase Your Problem-Solving Skills
Prepare to share examples of how you've resolved complex technical issues in the past. Think of a few challenging tickets you've handled and be ready to walk them through your thought process and the steps you took to resolve them.
✨Communicate Clearly and Calmly
As a 3rd Line IT Support Engineer, you'll need to communicate effectively with both clients and team members. Practice explaining technical concepts in simple terms, and remember to stay calm and collected during the interview, even if you're faced with tricky questions.
✨Be a Team Player
Highlight your ability to work collaboratively with others, especially in high-pressure situations. Share examples of how you've supported your colleagues or escalated issues when necessary, showing that you can balance teamwork with individual responsibility.
