Service Desk Engineer (3rd Line)
$35,000–$35,000 year
HybridNewcastle upon Tyne, England, United Kingdom
Job Summary
Provide 3rd line technical support and maintenance to IT business users, systems, hardware, and applications remotely and in person. Resolve incidents and requests through root cause analysis while ensuring service level commitments are met. Create and maintain technical documentation and collaborate with stakeholders on partner organisations such as Sophos or Mimecast. Support the infrastructure team with project delivery and participate in an on-call rota. Deliver high-level customer service with empathy for complex issues. This hybrid role requires attending the Newcastle office at least three times per week.
Required Qualifications
- Experience in a 2nd/3rd Line Support or Service Desk Engineer role
- Experience configuring and maintaining Windows Server environments
- Strong knowledge of cloud technologies, including Microsoft 365 and AWS
- Experience managing virtualised environments (VMware, Hyper-V, and Citrix)
- Knowledge of backup and recovery solutions, including Veeam and Acronis
- Strong networking knowledge, including switching, VLANs, routing, remote access, firewalls, and DMZ security
- Experience working with Cisco, Aruba, and Sophos technologies, including Cyber-Defence and MDR solutions
- Strong troubleshooting, root cause analysis, and customer service skills
- Strong teamwork and communication skills, with the ability to build positive working relationships and contribute effectively to a team
- Understanding of ITIL processes and principles, with the ability to apply them effectively to support consistent, efficient, and customer-focused IT service delivery
- This is a hybrid role with a requirement to attend the office at least 3 times per week
- Taking ownership of your own personal development to enhance your skills & knowledge, including completing relevant certifications is essential
Desired Qualifications
- Relevant Microsoft, Azure, VMware, Sophos, Cisco, or ITIL certifications
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