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- Tasks: Troubleshoot and resolve technical support tickets for clients using cutting-edge technologies.
- Company: Leading Managed Service Provider based in Central London.
- Benefits: Competitive salary, professional development, and a collaborative team environment.
- Why this job: Join a dynamic team and make a real impact in IT support.
- Qualifications: 3-5 years experience in a similar role with excellent communication skills.
- Other info: Opportunity to work with top-tier technologies and advance your career.
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 in London 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 in London
✨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 dream job!
✨Tip Number 2
Show off your skills in real-time! Consider setting up a personal project or contributing to open-source work that showcases your troubleshooting abilities with Microsoft 365, Azure, or VMware. This can really make you stand out!
✨Tip Number 3
Prepare for those tricky interview questions! Brush up on common scenarios you might face as a 3rd Line Support Engineer and think about how you'd handle them. Practice makes perfect, so get a mate to do some mock interviews with you.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you nail that application process. Plus, it shows you’re serious about joining our team!
We think you need these skills to ace 3rd Line Support Engineer in London
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 IT certifications. 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 experience in troubleshooting and your ability to work with both internal and external stakeholders.
Show Off Your Communication Skills: Since excellent verbal and written communication skills are key for this role, make sure your application reflects that. Keep your language clear and professional, but don’t be afraid to let your personality shine through!
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’re considered for the role. Plus, it’s super easy!
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.
✨Show Off 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 similar ITSM tools, be ready to discuss how you’ve used them to manage support tickets efficiently.
✨Prepare for Team Dynamics
You'll be working closely with other engineers and the Service Desk Management Team. Think about examples from your previous roles where you successfully collaborated with others or guided junior team members, as this will highlight your teamwork and leadership abilities.
