3rd Line Support Engineer
Norfolk
Are you a experienced IT professional ready to take the next step in your career? On behalf of a growing company, we're looking for a 3rd Line Engineer to join a dynamic team where your expertise will make a tangible impact. This is a hands-on technical role with added responsibilities for mentoring junior team members, handling complex escalations, and delivering solutions on client sites.
Responsibilities:
- Act as a senior technical escalation point for 1st and 2nd line engineers.
- Mentor and support junior team members, fostering technical development and knowledge sharing.
- Own and resolve high-level support tickets and infrastructure issues.
- Attend client sites as needed to troubleshoot, deploy, and maintain systems and solutions.
- Play a key role in service improvement initiatives and best practice enforcement.
- Ensure customer satisfaction through timely, professional support and communication.
Requirements:
- Strong knowledge of the Microsoft 365 platform, including Exchange Online, SharePoint, Teams, Azure AD, and Intune.
- Experience in a Senior Helpdesk/Service Desk position or within a Managed Service Provider environment.
- Proven ability to troubleshoot complex technical issues across networking, desktop, and cloud platforms.
- Confident in client-facing situations with excellent communication skills.
- A proactive approach to mentoring and team collaboration.
- A full UK driving license
Desirable:
- Microsoft certifications (e.g., MS-100, AZ-104, etc.)
- Experience with remote monitoring tools and PSA systems.
- Exposure to ITIL best practices.
