3rd Line Sevice Desk Engineer

Company Profile

Total IT is an award-winning technology services and systems integration business founded in 2006, with offices in Bedford, London, and Dubai. We operate at the intersection of IT, cyber security, networks, and smart building technology, supporting some of the largest and most complex commercial buildings in the United Kingdom, alongside a growing portfolio of international clients.

With sustained growth, an exceptional client portfolio, and a people‑first culture, we combine technical excellence with a commitment to outstanding customer experience. As we evolve our security posture internally and for clients, this role is critical for shaping and delivering a mature, modern cyber practice.

You will be a 3rd line service desk engineer working on our Central service desk. The service desks are managed by our Service Desk Manager. Your role will be to provide 3rd line technical support to some of our key clients, maintain a high degree of client service ensuring responses are accurate, and as the ultimate escalation point for our 2nd line team, you will be required to take escalations, understand the problem, resolve, and perform root cause analysis.

• Microsoft 365 Certified Endpoint Administrator Associate
• Microsoft 365 Certified Administrator Expert
• Microsoft 365 Teams Administrator Associate
• Microsoft 365 Certified Messaging Administrator Associate
• Microsoft 365 Certified Modern Desktop Administrator Associate
• Microsoft 365 Certified Teams Support Engineer Specialty

Overall responsible for the progression and effective resolution of all support cases received in accordance with our SLAs and KPIs and managing client accounts from a technical perspective.

Windows Desktop (10, 11)

• Troubleshooting experience to an expert level
• Advanced Windows 10/11 Desktop Administration
• Application and OS deployment

Windows Server (2012 R2, 2016, 2019, 2022, Hyper V)

• Troubleshooting and experience to an expert level
• Expert knowledge of Active Directory, Group Policies, Terminal Services and DHCP, AD Domain services, MFA Server and SSO
• Backup configuration

Microsoft 365

• Expert knowledge of Microsoft 365 administration
• Expert in SharePoint online and teams online administration
• Strong understanding and capability using Power Shell relating to Microsoft 365 services and Azure AD. Ability to automate and standardise configurations by script

Networking

• High level understanding of networking and troubleshooting
• Deep understanding of IP addresses, DNS and what makes up an IT network
• Diagnosing internet connection issues
• Diagnosing Network issues and performing Network site surveys

Client Surveys

• Site surveys for a range of technology applications across client sites as and when required

You will be a dedicated and experienced IT Support engineer with 3+ years experience ideally working for an MSP.

• Exceed our SLAs and ensure our 30 minute call back guarantee is maintained
• Achieve consistent 5 star on all Customer satisfaction surveys
• Take ownership of technical escalation and elevate to manufacturers support when required
• Follow established escalation process for critical or high priority issues as identified on site
• Contribute to and improve internal knowledge base, assets
• Refer to internal knowledge base, assets, internal/external resources to provide accurate solution
• Be able to work under pressure
• Have a flexible working attitude
• To be reliable and honest
• Produce and keep up to date documentation on clients systems
• Produce and keep up to date documentation on our internal systems
• Floor walk and assist the 2nd line team
• Produce weekly playbooks and report to senior management team
• Be proactive
• Mentor our 2nd line engineers

• 28 days annual leave plus 1 additional day to be used 2 weeks either side of your birthday.
• Comprehensive private healthcare and wellness programs.
• A contributory pension scheme.
• Access to high-performance computing resources and a modern working environment.
• Professional development opportunities, including up to 10 days of relevant training per year.

• Stage 1:
  Screening Interview with HR team via Microsoft Teams
• Stage 2:
  Microsoft Teams Interview with Head of Operations
• Stage 3:
  Face to face with our CEO & Head of Operations
• Stage 4: A call with our HR Manager to run through a job offer, set expectations and confirm any outstanding questions.
• Final Stage:
  An offer letter is sent with an agreed start date. Welcome to the Total IT Team!

A recent team survey gives you an insight into the work life here at Total IT:

"Great people", "The atmosphere makes me want to come into work each day!"

Joining us on a technical role, expect a warm welcome, and to be treated fairly and professionally with top‑up training to help you meet your own goals.