Job Description

Posted 5 days ago

3rd Line IT Support Desk Engineer, Permanent, £50k, Central London (Hybrid)

3rd Line IT Support Desk Engineer with Microsoft 365, Azure, and Windows Server required by a leading IT MSP. In this role you’ll handle critical support escalations and guide 2nd Line teams across a range of technologies.

This Central London-based IT MSP supports UK-wide clients via a 30-person Help Desk, including offshore support. The role is key to resolving P1 and P2 tickets and enhancing service delivery quality.

Responsibilities:

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Troubleshoot escalated support tickets involving Microsoft 365, Azure, VMware, Hyper-V, and Windows Server 2016/2019

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Provide support for firewall and switch issues beyond 2nd Line capacity

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Use ConnectWise for ticket handling and escalation

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Collaborate with internal/external stakeholders and 3rd parties on resolution

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Mentor 2nd Line teams and balance workload with service desk management

Required:

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3 to 5 years of experience in an MSP environment

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Experience in a support desk team

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Proficiency with ITSM tools such as ConnectWise, BrightGauge, SmileBack, ITBoost, NinjaOne

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Strong communication and workload prioritisation skills

Preferred:

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Microsoft Cloud certifications (e.g. AZ-500, AZ-104, AZ-700, SC-200, MS-100, MS-101)

Benefits:

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£45k-£50k salary

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1 day remote, 4 days in-office hybrid model

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20 days annual leave + bank holidays + birthday

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Paid certifications & structured career paths

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Healthcare scheme, gym membership, team socials, and weekly breakfasts

Get in touch to find out more