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Service Desk Engineer- 3rd Line

Andy File Associates Limited is working as a Recruitment Agency on behalf of our client with regards this permanentposition

This position will provide technical support to our clients customers within a service desk environment mainly managed by remote access however on-site visits may be required. A good technical knowledge is essential to provide an escalation point to 1stand 2ndLine and ensure incidents and problems are dealt with quickly and efficiently. A desire to provide exceptional customer service at all times is a must along with an understanding of the commercial goals of the business as a whole.

Reports to:IT Operations Manager


  • Provide 3rdLine service desk support for incidents related to hardware, software, network connectivity and application services to a wide variety of external customers
  • Manage and own incident tickets via our Autotask ticket management system, providing customer updates to agreed timeframes
  • Act as an escalation point for more advance technical tickets
  • Triage and resolve incidents to stringent customer defined SLAs
  • Drive service improvement within the service desk to improve first time fix resolution times
  • Communicate clearly, effectively and in a timely manner with all customers
  • Create and maintain accurate documentation within the centralised management database
  • Provide any on-site support to resolve customer service outages as required to meet SLAs
  • Continue to develop technical knowledge and skillset through formal training, informal training and hands on practical experience and mentoring of 1stline support


  • Minimum 2 years experience in a 2ndor 3rdLine role within a service desk environment
  • Good knowledge of Windows Server, Virtual environments (VMWare), SQL Server, MS Windows, Networking LAN, WAN, VPN and Wireless, Active Directory, Antivirus
  • Microsoft 365 and related technologies
  • Exchange Online
  • Azure Active Directory(Azure AD joined/hybrid)
  • Conditional Access/MFA
  • Windows Server
  • Active Directory
  • Microsoft Azure IaaS
  • Firewalls(NAT/PAT/ACLs)
  • Demonstrated PC hardware/software trouble-shooting skills
  • Excellent communication and interpersonal skills; professional telephone demeanour
  • Strong customer service skills and attention to detail
  • MS-100 or AZ-104 certifications would be preferred but not essential
  • Patience, ability to work under pressure and good organisational skills
  • The ability and desire to develop the role and make it your own
  • Committed to achieve the company vision
Derbyshire, England, UK