West Sussex | Office Based | Full Time
Please note: This is a fully office-based position. Candidates must have a minimum of 5 years' recent experience working within an MSP environment.
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I am recruiting for an experienced 3rd Line Service Desk Technician to join a busy and fast-paced Managed Service Provider (MSP).
- Reporting to the Service Desk Manager, you will provide advanced technical support and act as the final escalation point for complex incidents and service requests across a varied client base.
- This is a hands-on technical role combining 3rd Line escalation support, infrastructure troubleshooting, Microsoft 365/Azure, networking, customer interaction and project delivery.
- You will also play an important role in supporting and mentoring 1st and 2nd Line engineers, sharing technical knowledge and helping to maintain high standards across the Service Desk.
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Act as the primary 3rd Line escalation point for complex issues passed up from 1st and 2nd Line engineers
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Investigate, diagnose and resolve advanced incidents across infrastructure, networking, cloud and on-premise environments
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Support Microsoft 365 and Azure environments alongside traditional on-premise infrastructure
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Take full ownership of major and high-priority incidents through to successful resolution
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Troubleshoot recurring technical problems and carry out root cause analysis to identify long-term solutions
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Mentor and provide technical guidance to 1st and 2nd Line engineers
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Work closely with the Service Desk Manager to improve processes, efficiency and overall service delivery
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Communicate directly with customers, providing clear technical explanations, progress updates and resolutions
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Liaise with third-party vendors and technology partners where required
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Maintain accurate and up-to-date technical documentation
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Attend customer sites when required for troubleshooting, technical changes and implementations
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Assist with the delivery of technical projects
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Participate in an on-call rota providing out-of-hours support
You will work across a broad range of technologies, including:
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Microsoft Windows Desktop
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Windows Server and on-premise infrastructure
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Microsoft 365 - Exchange Online, SharePoint and Teams
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Microsoft Azure - IaaS, Identity and Virtual Machines
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Active Directory and Group Policy
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DNS and DHCP
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Networking, VPNs, VLANs and Wi-Fi
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DrayTek, WatchGuard and UniFi
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Hyper-V virtualisation
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Backup and disaster recovery solutions
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Endpoint security solutions
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General MSP monitoring, management and support tools
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macOS - limited support
To be considered for this position, you must have:
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Minimum 5 years' recent experience working within an MSP environment
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Strong 3rd Line technical support and troubleshooting experience
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Proven experience handling complex technical escalations
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Strong root cause analysis and problem-solving skills
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Experience supporting both cloud and on-premise infrastructure
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Strong working knowledge of Microsoft 365 and Azure
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Good knowledge of Windows Server, Active Directory and Group Policy
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Solid networking knowledge covering firewalls, VPNs, VLANs, DNS, DHCP and Wi-Fi
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Ability to independently manage complex incidents from initial escalation through to resolution
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Excellent communication skills with both technical and non-technical customers
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Experience mentoring, coaching or providing technical support to junior engineers
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Ability to work effectively within a fast-paced MSP/service desk environment
Relevant certifications would be advantageous, although equivalent hands-on commercial experience will also be considered:
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Microsoft 365 Certified: Endpoint Administrator Associate
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Microsoft Certified: Azure Administrator Associate
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Microsoft Certified: Identity and Access Administrator Associate
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Microsoft Certified: Security Operations Analyst Associate
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WatchGuard Network Security Essentials (Firebox)
You will be an experienced MSP engineer who enjoys solving challenging technical problems and taking ownership of complex issues.
You should be comfortable operating as a senior technical escalation point while still being customer-focused and willing to support less experienced members of the team.
Important: This position is office based, and applicants must have at least 5 years of recent MSP experience. Applications without the required MSP background will not be considered.
INDALL
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