3rd Line Support Engineer

Pathfinder - IT Recruitment provided pay range

This range is provided by Pathfinder - IT Recruitment. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

3rd Line IT Support Desk Engineer, Permanent, £50k, Central London (Hybrid)

3rd Line IT Support Desk Engineer with Microsoft 365, Azure, and Windows Server required by a leading IT MSP. In this role you’ll handle critical support escalations and guide 2nd Line teams across a range of technologies.

This Central London‑based IT MSP supports UK‑wide clients via a 30‑person Help Desk, including offshore support. The role is key to resolving P1 and P2 tickets and enhancing service delivery quality.

• Troubleshoot escalated support tickets involving Microsoft 365, Azure, VMware, Hyper‑V, and Windows Server 2016/2019
• Provide support for firewall and switch issues beyond 2nd Line capacity
• Use Connect Wise for ticket handling and escalation
• Collaborate with internal/external stakeholders and third parties on resolution
• Mentor 2nd Line teams and balance workload with service desk management

• 3 to 5 years of experience in an MSP environment
• Experience in a support desk team
• Proficiency with ITSM tools such as Connect Wise, Bright Gauge, Smile Back, ITBoost, Ninja One
• Strong communication and workload prioritisation skills

• Microsoft Cloud certifications (e.g. AZ‑500, AZ‑104, AZ‑700, SC‑200, MS‑100, MS‑101)
• 1 day remote, 4 days in‑office hybrid model
• 20 days annual leave + bank holidays + birthday
• Paid certifications & structured career paths
• Healthcare scheme, gym membership, team socials, and weekly breakfasts

Get in touch to find out more.

Not applicable

Full‑time

Information Technology, Engineering, and Analyst

• IT Services and IT Consulting
• IT System Training and Support
• IT System Operations and Maintenance

Greater London, England, United Kingdom