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3rd Line Service Desk Engineer

Epsom, Surrey

As a 3rd Line Service Desk Engineer this role will be 5 days a week onsite

My client a leading financial services organisation based in Epsom, Surrey, who are recruiting for a 3rd Line Service Desk Engineer, with experience in a similar 2nd/3rd line role in an ITIL environment with knowledge of desktop and server operating systems, AZURE, O365, SaaS, MDM, Active Directory, Exchange, O365, GPO, basic networking, virtualisation (VMware, Hyper-V) and scripting (Batch, PowerShell)

As a 3rd Line Service Desk Engineer, you will be providing IT support to end users. Provide expert support and resolution on complex incidents and processes related to IT & Security. Participate in IT projects and handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs.

3rd Line Service Desk Engineer Benefits:

• Salary: c£40,000 - £45,000 per annum


• 22 days annual holiday (Increase to 27, 1 additional day per year worked)


• Healthy contributed pension scheme


• Training and development

Some of the main duties of the 3rd Line Service Desk Engineer Responsibilities:

• Handle incoming requests and changes to the Service Desk & Cyber Security team via telephone, e-mail, and ticketing system, when appropriate, to ensure courteous, timely and effective resolution of end user issues within SLAs


• Accurately, document all information, of escalated incidents, major incidents, problems, and changes while providing timely regular updates and follow up to resolution


• Assist 1st & 2nd line engineers in escalated incidents by acting as SME on fields of expertise, and / or escalate to team leader, or head of the department, as required


• Create and maintain detailed professional documentation around processes and procedures


• Prioritise incidents, service requests and problems and be flexible and able to adjust based on the uniqueness of each one


• Administer and maintain, the corporate estate, (workstations, servers, BYOD, MDM, O365, SaaS & on prem Applications, Azure, IAM, PIM, etc)


• Perform hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups/restores, and configuring systems and applications


• Become the SME in pre-defined platforms leveraged by the business, and own documentation and expertise in resolution of relevant incidents, upgrades, and projects related to these


• Participate in security related exercises, such as patching, vulnerability remediation, security audit remediation tasks and cooperate with the Cyber Security team to ensure all actions are performed in a timely and compliant manner


• Understand the concepts and have strong experience of O365 and on Prem environments, Group policies, user and device management


• Be an SME on the RMM tool(s) used in the business and manage scheduled and on demand scripts, patching workflow, but also monitoring, administration, and remote support


• Administer the chosen SaaS platforms of the business including but not limited to HexNode MDM, Solarwinds Service Desk, N-able RMM, O365


• Administer and maintain the joiners / movers / leavers process in a timely and secure way


• Provide expertise on windows services such as DNS, DHCP, GPO, PowerShell, Scripting, Identity Management, AAD or Hybrid environment management


• Build and distribute corporate hardware while maintaining inventory and asset registers


• Contribute to the change management process as and when required


• Create and manage support requests to 3rd party vendors when required and follow to resolution

In order to be the successful 3rd Line Service Desk Engineer and have a chance to gain such an exciting opportunity you will ideally need to have the following:

• Minimum 4 years previous experience in a similar role as a 2nd /3rd Line Support in an SLA, CSAT, ITIL driven environment


• Experience with desktop and server operating systems, O365, SaaS, MDM


• Working understanding of Active Directory, Exchange, and Microsoft 365, GPO, basic networking, Virtualisation (VMware, Hyper-V)


• Extensive knowledge of AD and AAD structure, configuration & administration


• Scripting (Batch, PowerShell, etc)


• Knowledge of security related concepts, frameworks, and tooling


• Experience on managing Centralised Antivirus, Application packages, Policies


• Systems administration and networking experience will be taken under consideration


• Proven written and verbal communication skills with stakeholders of all levels


• Proven analytical and problem-solving abilities


• Knowledge of computing hardware, including PCs, Servers, mobile devices, and laptops


• Out of the box troubleshooting, ability to combine information while understanding the larger scale situation, and skills to communicate with non-technical resources

This really is a fantastic opportunity for a 3rd Line Service Desk Engineer to progress their career. If you are interested please apply as soon as possible as this position will be filled quickly so don't miss out!

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