Job Overview

  • Title: Service Desk Engineer 3rd Line
  • Team: Service Desk
  • Reports to: Service Desk Team Leader
  • Location: Bournemouth or Leeds
  • Salary: DOE + excellent benefits

Are you ready to be the technical hero our clients rely on?

Join QuoStar as a Service Desk Engineer 3rd Line and showcase your expertise in resolving Service Desk incidents and request tickets. In our fast-paced and dynamic environment, you’ll have the opportunity to support a wide range of clients, as well as our internal systems and applications. Whether it’s on-premise, in QuoStar’s cutting-edge cloud environment, or within public cloud services, your technical knowledge will be put to the test. If you have a strong understanding of networking and Azure, you’ll excel in this role and truly make a difference.

This role is ideal for individuals who embrace our values and embody our commitment to excellence. We are looking for driven, flexible professionals with a can-do attitude. If you have a genuine passion for technology and delivering exceptional customer service, while taking the lead when needed and sharing your technical knowledge, we want to hear from you. As a determined and resourceful problem solver, you thrive in challenging situations and possess the ability to think on your feet, even when faced with unfamiliar technologies.

Key Responsibilities

  • Effective Communication: Communicate technical information to stakeholders, end users, and third parties via various channels to resolve incidents and service requests.
  • Collaborative Problem-Solving: Work with the Service Desk team to resolve client issues, taking ownership of escalated tickets and showcasing leadership skills.
  • Out-of-Hours Support: Participate in the out-of-hours escalation rota, demonstrating dedication to exceptional client service.
  • Technical Expertise: Utilise QuoStar’s internal systems and tools to provide top-notch support, staying updated with the latest technologies through training programs.
  • Documentation and Compliance: Ensure comprehensive documentation of client systems, adhering to ISO20000 and ISO27001 accreditation and following policies and procedures.
  • Time Management: Efficiently manage time to meet service level agreements and promptly resolve service requests.
  • Continuous Improvement: Strive for excellence, actively seeking opportunities for improvement, embracing new technologies, and enhancing technical knowledge.
  • Knowledge Sharing: Mentor and share knowledge, experience, and work ethic with fellow team members to contribute to their professional development and exceed industry standards.
  • Flexibility: Embrace new tasks and duties, showcasing adaptability and commitment to team success.

Essential experience, skills and qualifications

  • Technical Support Experience: Minimum 5 years in MSP technical support, with at least 2 years in 3rd line support, showcasing expertise in server infrastructure, end-user support, and line-of-business applications.
  • Windows Server Proficiency: Strong skills in Windows Server support, including Active Directory, GPO/Intune management, DNS/DHCP, and advanced Windows support.
  • Office Applications and M365: Ability to provide support, troubleshooting, and administration for Office Applications and Microsoft 365.
  • Networking Knowledge: Solid understanding of networking concepts, protocols, and technologies, including TCP/IP, DNS, DHCP, routing, switching, VLANs, subnetting, and NAT.
  • Problem-Solving Abilities: Strong analytical thinking and problem-solving skills for effective issue diagnosis and solution implementation.
  • Azure and Modern Workplace: Experience in Azure and Modern Workplace administration.
  • Security Solutions: Proficiency in administering security solutions, including backup and DR, EDR/xDR, and knowledge of industry best practices.
  • Industry Certifications: Relevant certifications such as Microsoft Server, Microsoft 365/Azure, and Fortigate are advantageous.
  • UK Driving License: Possession of a clean UK driving license and access to a personal vehicle.

Desirable experience, skills and qualifications

  • OS and Application deployment
  • Enterprise Mobility + Security
  • Valid Microsoft Server MCP/MCSA certification
  • Valid Office 365 MCP/MCSA
  • SonicWall firewall
  • Unified Comms Solutions (Teams/8×8/Horizon)
  • Title:Service Desk Engineer 3rd Line
  • Team: Service Desk
  • Reports to: Service Desk Team Leader
  • Location: Bournemouth or Leeds
  • Salary: DOE + excellent benefits

Are you ready to be the technical hero our clients rely on? Join our team as a Service Desk Engineer 3rd Line and be part of a high-energy environment where your expertise and problem-solving abilities will shine. Apply now and let your passion and expertise shine.


A career that you’ll love.

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