Service Desk Engineer 3rd Line

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)