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- Tasks: Troubleshoot technical support tickets and guide the 2nd Line team.
- Company: Leading Managed Service Provider in Central London.
- Benefits: Competitive salary, supportive team environment, and career growth opportunities.
- Why this job: Join a dynamic team and make a real impact in IT support.
- Qualifications: 3-5 years experience in a similar role and excellent communication skills.
- Other info: Work with cutting-edge technologies and gain valuable certifications.
The predicted salary is between 42000 - 58000 £ per year.
A leading MSP based in Central London seeks to bring in 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. You will be reporting to the Service Desk Manager and work alongside other 3rd Line Senior Engineer and the Escalations Team Leader to ensure Critical (P1) and Priority (P2) service tickets are resolved for our clients.
Key Responsibilities
- Troubleshoot a range of technical support tickets logged by our 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 our PSA platform 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
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.
Qualifications
- Any Microsoft Cloud Certifications would be good to have. Stand out cert's include AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101
Experience
- Relevant experience of 3 to 5 Years in an MSP
- Working Experience with ITSM tools like ConnectWise, BrightGauge, SmileBack, ITBoost, and NinjaOne
3Rd Line Support Engineer employer: Third Nexus Group Limited
Contact Detail:
Third Nexus Group Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 3Rd Line Support Engineer
✨Tip Number 1
Network with industry professionals! Attend local tech meetups or online webinars to connect with others in the field. You never know who might have a lead on your next role.
✨Tip Number 2
Show off your skills in real-time! Consider setting up a demo or a mini-project that showcases your troubleshooting abilities with Microsoft 365 or Azure. This can really impress potential employers.
✨Tip Number 3
Don’t just apply and wait! Follow up on your applications through our website. A quick email or call can show your enthusiasm and keep you on their radar.
✨Tip Number 4
Prepare for those tricky interview questions! Brush up on your knowledge of ConnectWise and other ITSM tools. Being able to discuss your experience confidently can set you apart from the competition.
We think you need these skills to ace 3Rd Line Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 3rd Line Support Engineer role. Highlight your experience with Microsoft 365, Azure, and any relevant ITSM tools like ConnectWise. We want to see how your skills match 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. Mention your interpersonal skills and how you handle high-pressure situations, as these are key in our fast-paced environment.
Showcase Your Technical Skills: In your application, don’t forget to showcase your technical skills. Detail your experience troubleshooting Windows Server and network issues, as well as any certifications you hold. This will help us see your expertise right away!
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and we’ll be able to track your application better. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Third Nexus Group Limited
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of Microsoft 365, Azure, and VMware. Be ready to discuss specific troubleshooting scenarios you've encountered in the past, as this will show your practical experience and problem-solving skills.
✨Showcase Your Communication Skills
As a 3rd Line Support 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 ConnectWise
Since you'll be using ConnectWise for logging and responding to tickets, it’s a good idea to familiarise yourself with its features. If you have experience with ITSM tools, be ready to share how you've used them to improve ticket resolution times.
✨Prepare for Team Dynamics
Being a team player is crucial in this role. Think of examples where you've collaborated with others to resolve issues or guided junior team members. Highlighting your ability to work well within a team will make you stand out.
