3rd Line Service Desk Engineer

Position Summary
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.