3rd Line Service Desk Engineer

The Third Line Service Desk Engineer is responsible for resolving complex IT issues, leading root cause analysis, and driving long-term service improvements. This position plays a critical role in supporting Second Line Engineers, ensuring high-quality escalations, and enhancing overall service performance.

Job Details

Hybrid

Monday to Friday, 8 am – 5 pm UK Time

Will Follow UK Holidays

Key Responsibilities

Advanced Problem Resolution

• Handle high-priority and technically complex escalations from Second Line Engineers.
• Perform in-depth diagnostics and deliver long-term, permanent fixes.
• Lead root cause analysis (RCA) and propose improvements to infrastructure, processes, or tooling.

Technical Leadership

• Mentor and support First and Second Line Engineers, promoting knowledge sharing and skill development.
• Review escalated tickets for quality, completeness, and compliance with processes.
• Collaborate with Senior Infrastructure Engineers on escalated tickets, projects, and service improvements.
• Develop and maintain high-quality Knowledge Base documentation.
• Maintain accurate system and procedure documentation in line with ITIL and security best practices.

Customer Engagement

• Engage with clients on critical or complex issues, providing confidence and technical assurance.
• Communicate advanced technical concepts clearly and professionally to non-technical stakeholders.

Continuous Improvement

• Monitor and identify recurring issues, recommending changes to reduce ticket volume and improve user experience.
• Stay up to date with emerging technologies, trends, and best practices.
• Ensure timely and appropriate escalation where needed to maintain service quality.

Qualifications & Skills

• Strong communication and analytical skills to effectively troubleshoot and resolve complex technical issues.
• Proven ability to work through complex problems, identify root causes, and implement long-term solutions.
• Confident communicator across multiple channels, including phone, email, and remote sessions.
• Excellent organizational skills with the ability to manage and prioritize tasks in a high-paced environment.
• Commitment to meeting SLAs, especially around response times, resolution targets, and quality standards.
• Proactive learner with a genuine passion for technology and continuous improvement.
• Willingness to pursue relevant certifications and accreditations.
• Experience with Halo PSA, Datto RMM, and Backupify is nice to have.
• Strong understanding of ITIL practices and security fundamentals is an advantage.