3rd Line Service Desk Engineer

Salary: £42,000 - 45,000 per year

• We require at least one of the following Microsoft certifications: Microsoft 365 Certified Endpoint Administrator Associate, Microsoft 365 Certified Administrator Expert, Microsoft 365 Certified Teams Administrator Associate, Microsoft 365 Certified Messaging Administrator Associate, Microsoft 365 Certified Modern Desktop Administrator Associate, or Microsoft 365 Certified Teams Support Engineer Specialty.
• We are looking for a dedicated and experienced IT Support Engineer with 3+ years experience, ideally within an MSP.
• We need expert-level troubleshooting experience across Windows 10/11 desktop environments.
• We expect advanced Windows 10/11 desktop administration skills, including application and OS deployment.
• We require expert knowledge of Windows Server 2012 R2, 2016, 2019, 2022, and Hyper-V.
• We need expert knowledge of Active Directory, Group Policies, Terminal Services, DHCP, AD Domain Services, MFA Server, and SSO.
• We require strong Microsoft 365 administration skills, including SharePoint Online and Teams Online administration.
• We need strong PowerShell capability related to Microsoft 365 services and Azure AD, including the ability to automate and standardise configurations by script.
• We expect a high-level understanding of networking and troubleshooting, including IP addresses, DNS, and diagnosing internet and network issues.
• We are looking for someone who can work under pressure, has a flexible working attitude, and is reliable and honest.
• We expect you to have the right to work in the UK; visa sponsorship is not provided for this role.
• This is a full-time, in-person role based in our London office.

• We provide 3rd line technical support to key clients through our Central Service Desk.
• We take escalations from the 2nd line team, understand the problem, resolve issues, and perform root cause analysis.
• We are responsible for the progression and effective resolution of all support cases in line with our SLAs and KPIs.
• We manage client accounts from a technical perspective.
• We maintain a high degree of client service and ensure responses are accurate.
• We attend monthly planned visits to key client sites to maintain relationships, align services with business needs, support proactive issue management, and improve customer satisfaction.
• We carry out site surveys for a range of technology applications across client sites as required.
• We exceed SLAs and maintain our 30-minute callback guarantee.
• We aim to achieve consistent 5-star customer satisfaction survey results.
• We take ownership of technical escalations and escalate to manufacturer support when required.
• We follow the established escalation process for critical or high-priority issues identified onsite.
• We contribute to and improve our internal knowledgebase and assets.
• We refer to internal and external resources to provide accurate solutions.
• We produce and keep up to date documentation for client systems and our internal systems.
• We floor walk and assist the 2nd line team.
• We produce weekly playbooks and report to our senior management team.
• We mentor our 2nd line engineers.
• We work proactively to support continuous improvement.

• Active Directory
• Azure
• Hyper-V
• Support
• Microsoft 365
• Network
• PowerShell
• SharePoint
• Windows
• Office 365
• Cloud
• DevOps

More:

We are Total IT, an award-winning technology services company based in Bedford, established in 2006 with a strong growth record, excellent clients, and a great working environment. We deliver high-touch IT support and manage technology for companies in the property management sector, predominantly skyscrapers. This role sits on our Central Service Desk and is supported by our Service Desk Manager. We offer a modern workplace, friendly team, private healthcare, mental health and wellbeing programmes, optical and dental cover, a contributory pension scheme, up to 10 days of relevant training per year, a tailored professional and personal development plan, high-performance computers, and break-out areas. We also provide a recruitment process that includes phone, video, face-to-face, and management conversations, with a warm and professional welcome for new team members.

last updated 36 week of 2026