Service Desk Engineer 3rd Line
QuoStar Solutions Limited
Location
Bournemouth, Dorset | United Kingdom
Job description
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)
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 our team as a Service Desk Engineer 3rd Line and be part of a high-energy environment where your expertise and problem-solving abilities will shine. Apply now and let your passion and expertise shine.
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