3rd Line Service Desk Engineer

  • Full Time
  • England

Website Technical Resources

Technical Resources work with thousands of leading Fire & Security, Telecoms and Fibre businesses and candidates to provide a flexible, dedicated, and tailored recruitment experience that delivers high-quality results time after time.

Role: 3rd Line Service Desk Engineer

Location: Gloucester

Salary: £36,000 – £42,000 per annum

We are recruiting for a 3rd Line Service Desk Engineer in Gloucester. As a 3rd Line Service Desk Engineer, you will provide technical support to both remote and onsite customers with managed service contracts. You will also support 1st and 2nd line service desk engineers. Your role will include consulting on infrastructure problems, providing networking solutions, and maintaining strong customer relationships while delivering high-quality service. You will proactively troubleshoot, respond to, and resolve end-user issues.


  • Act as an escalation resolution point for our customers, providing support to 1st, 2nd, and 3rd line engineers.
  • Deliver senior technical support to customers.
  • Coach 2nd Line and 1st Line staff on technical skills and processes.
  • Lead 3rd line infrastructure projects, ensuring completion within timeframes and budgets.
  • Collaborate with Project Managers, Technical Architects, and Solutions Architects to create IT solutions that meet customer needs.
  • Maintain a service desk SLA agreement of 95% or above.
  • Manage and maintain the IT network, identifying and addressing any risks.
  • Handle incoming calls, tickets, and emails, ensuring all tickets are logged and resolved efficiently.
  • Manage own ticket queue and workload, updating timesheets accurately.
  • Perform scheduled small works within agreed customer timeframes.
  • Provide pre-sales support to existing customers.
  • Complete proactive maintenance for support customers.
  • Support the Technology Management Team with task allocation and scheduling.
  • Complete and record paperwork related to finished work promptly.

Experience and Certifications Required:

  • Experience in a Managed Service Provider or similar IT support environment covering various technical areas.
  • Experience in IT infrastructure projects, including planning, installation, and documentation.
  • Excellent professional communication skills (written, phone, face-to-face).
  • Minimum of one formal IT qualification (e.g., Microsoft product certification, Network certification).
  • Good working knowledge of networking components, operating systems, basic configuration and maintenance, switches, routers, and firewalls.
  • Experience with backup configuration and maintenance.
  • Hands-on knowledge of IT hardware and software installation, modification, maintenance, and repair.
  • Experience in troubleshooting Microsoft environments.
  • Excellent customer service skills and experience.
  • Willingness to learn new skills in a fast-paced environment.
  • Ability to work within a team or independently.
  • Full UK driving licence.
  • ITIL certification. (desirable)
  • Certification and/or excellent working knowledge of Windows Server (2003/2008/2012/2016). (desirable)
  • Certification and/or extensive working knowledge of Windows (7/8/10). (desirable)

Please apply with an up-to-date CV for more information.

We can only accept candidates who have the Right To Work in the UK

To apply for this job please visit www.technicalresources.co.uk.


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